Senior Service Delivery Manager – Hong Kong

About the role

We are seeking a senior leader to head the Service Delivery function for our Hong Kong operations at Aspire Lifestyles, the world’s largest premium concierge and affluent‑service provider. The role is responsible for ensuring that all client programmes meet agreed service level agreements (SLAs) and quality standards while delivering memorable experiences for high‑net‑worth customers.

Key responsibilities

• Lead, manage and develop multi‑disciplinary teams across Service Delivery, Learning & Development and Quality Assurance, including recruitment, performance management and career pathing.
• Own end‑to‑end client programme delivery, from onboarding new clients to ongoing operational management across all channels.
• Monitor SLA/KPI and occupancy performance, conduct root‑cause analysis and implement permanent solutions.
• Define, approve and maintain SOPs, quality and training agendas, and drive automation and innovation.
• Forecast direct overhead, manage staffing costs, workforce capacity, scheduling and resource utilisation.
• Handle client complaints, resolve escalations and strengthen relationships.
• Collaborate with commercial, partnership and client‑service teams and maintain accurate service data for trend analysis.

Required profile

• Proven experience in luxury hospitality, premium concierge or contact‑center environments (preferred).
• Demonstrated ability to build, motivate and develop high‑performing teams.
• Strong multitasking and time‑management skills in a fast‑paced setting.
• Growth mindset with a proactive approach to challenges, feedback and continuous improvement.
• Fluency in spoken and written English, Cantonese and Mandarin.

Required skills

• Operational knowledge of SLAs, workforce planning, quality systems and service metrics.

What we offer

• 5‑day work week and competitive salary package.
• Discretionary bonus and additional leave (e.g., birthday leave).
• Group medical insurance covering spouse and children.
• Clear career progression and regional exposure within the Greater China network.