Are you passionate about delivering exceptional service and creating memorable experiences? This is an amazing opportunity to join Aspire Lifestyles (an International SOS company), the world's largest premium concierge and affluent service provider. The Aspire Lifestyles delivery model assists companies and some of the world’s most premier brands to drive loyalty and create value in their customer portfolios.
We are looking for a Senior Service Delivery Manager to lead our Hong Kong Service Delivery functions by monitoring service delivery performance, providing expert advice and guidance to customers and clients to ensure that customer services meet agreed SLAs and quality standards.
Your Role:
- Lead, manage and develop a multi-team operation across Service Delivery, Learning & Development and Quality Assurance, including recruitment, career pathing and performance management.
- Own the operational management of client programmes, delivered to their service commitments across all channels.
- Lead new client set-up and programme onboarding end to end, partnering cross-functionally on service enhancements.
- Oversee SLA/KPI and occupancy performance, using root-cause analysis to implement permanent, recurrence-preventing solutions.
- Own the quality and training agendas and workflow/policy standards, driving automation and innovation.
- Approve and maintain SOPs, ensuring delivery aligns with client and contractual requirements.
- Manage Direct Overhead forecasting and staffing costs — workforce capacity, scheduling and resource utilisation to budget.
- Handle client complaints and feedback, resolving escalations and strengthening the relationship.
- Manage interdepartmental relations across commercial, partnership and client-service teams.
- Maintain accurate service data and analyse trends (SLAs, quality, feedback) to drive decisions.
Ideal Candidate Profile:
- Proven experience in luxury, premium hospitality, concierge or contact centers industry is a plus
- Builds, motivates, and develops high-performing teams
- Strong multitasking and time-management skills in a fast-paced environment
- Growth mindset with a proactive approach to challenges, feedback, and continuous improvement
- Solid operational knowledge of SLAs, workforce planning, quality systems, and service metrics
- A passion for travel, lifestyles experiences, and delivering exceptional service
- Fluency in spoken and written English, Cantonese and Mandarin
We offer:
- 5-day work weeks
- Competitive salary package
- Discretionary Bonus
- Additional leave such as birthday leave
- Group medical insurance (including spouse and children, if applicable)
- Clear career progression opportunities
Why Join us:
- Lead a premium-service operation serving a world-class clientele
- Regional exposure within the Greater China network
Interested candidates are invited to apply online with resume. We apologize that we will only respond to shortlisted candidates.
We provide attractive remuneration package and fringe benefits for the right candidate.
Interested parties please click "Apply Now" to submit your CV with current and expected salary.
CV can also be sent to [email protected]
We are an equal opportunity employer. We value a diversified workplace and applications are welcome from all qualified candidates.
The information provided by job applicants will be treated in strictly confidential and used for recruitment-related purposes only.