Job Title
Supplier Manager – Airport Field ServicesAbout the Role
The Supplier Manager – Airport Field Services oversees relationships with third-party IT service providers delivering on-site technical support across airport operations. This role supports the delivery of reliable IT services that underpin key airport systems, including passenger processing, baggage handling, network infrastructure, and operational technologies.
You will help maintain high-quality IT service delivery in a dynamic airport operations environment while identifying opportunities to improve processes and service quality.
Key Responsibilities
- Supplier & Vendor Management
Manage relationships with IT field service suppliers and vendors, supporting collaboration and performance
Monitor supplier performance against agreed service level agreements (SLAs) and key performance indicators (KPIs)
Facilitate governance forums and performance reviews to identify improvement opportunities
Support resolution of escalated supplier issues in partnership with relevant teams
Promote continuous improvement initiatives across suppliers
- Service Delivery Oversight
Oversee on-site IT support across airport environments (terminals, airside, landside areas)
Support incident response, resolution, and service requests in line with agreed service levels
Monitor service delivery performance using defined KPIs (e.g., resolution time, uptime, customer satisfaction (CSAT))
Apply ITIL (Information Technology Infrastructure Library) service management processes across incident, problem, and change management
Work with teams to improve service reliability and user experience
- Contract & Commercial Management
Support contract negotiations, renewals, and updates
Track supplier costs, budgets, and financial performance
Identify cost efficiencies while maintaining agreed service quality
Review supplier invoices to confirm alignment with delivered services
Collaborate with finance and procurement stakeholders as needed
- Operational Excellence
Support compliance with airport safety, security, and operational standards
Coordinate supplier support during major incidents and critical operations
Work with airport stakeholders, including Operations, Security, Airlines, and Ground Handlers
Contribute to peak readiness, system rollouts, and transformation projects
Help maintain consistent service delivery across changing operational needs
- Risk & Compliance
Identify and help mitigate risks related to supplier performance and service delivery
Support compliance with regulatory, cybersecurity, and airport authority requirements
Maintain documentation to support audit readiness
Work with relevant teams to address compliance gaps
Promote awareness of risk management practices
- Continuous Improvement
Identify opportunities to optimise service delivery and improve efficiency
Support implementation of best practices in field service delivery
Analyse service trends and recommend improvements
Collaborate with teams to test and implement innovations
Contribute to ongoing service improvement initiatives
Ideal Candidate:
Experience in vendor and supplier management within IT service environments
Understanding of ITIL (Information Technology Infrastructure Library) frameworks
Experience supporting field services or on-site technical support teams
Experience with Airport systems (e.g., Common Use Passenger Processing Systems (CUPPS), Baggage Handling Systems (BHS), Flight Information Display Systems (FIDS), networking) is helpful but not required
Strong communication, collaboration, and problem-solving skills, with the ability to work effectively in a dynamic operational environment
Relevant degree or diploma in Information Technology, Computer Science, Engineering, or a related field, or equivalent experience
Applicants must hold a valid work permit to be eligible for consideration.
Note: whilst this position is advertised with a Manager title for market alignment purposes, it is an Individual Contributor role and does not include direct people management responsibilities. The successful candidate's employment contract and internal designation will reflect the appropriate Individual Contributor title in accordance with the company's internal job architecture.
What we can offer you ?
🎯 A critical mission and purpose - At Amadeus, you will be powering the future of travel and pursuing a critical mission and extraordinary purpose.
🌎 A truly global DNA - Everything at Amadeus is global, from our people to our business, which translates into our footprint, processes, and culture.
🎓 Great opportunities to learn - Learning happens all the time and in many ways at Amadeus, through on-the-job training, formal learning activities, and day-to-day interactions with colleagues.
🤗 A caring environment - Amadeus fosters a caring environment, nurturing both a fulfilling career and personal and family life. We care about our employees and strive to provide a supportive work environment.
💰 A complete rewards offer - Amadeus provides attractive remuneration packages, covering all essential components of a competitive reward offer, including salary, bonus, equity, and benefits.
🌟 A flexible working model - We want our employees to do their best work, wherever and however it works best for them.
🌈 A diverse and inclusive community - We are committed to leveraging our uniquely diverse population to drive innovation, creativity, and collaboration across our organization.
📈 A Reliable Company - Trust and reliability are fundamental values that drive our actions and shape long-lasting relationships with our customers, partners, and employees.
Diversity & Inclusion
Amadeus aspires to be a leader in Diversity and Inclusion in the tech industry, enabling every employee to reach their full potential by fostering a culture of belonging and fair treatment, attracting the best talent from all backgrounds, and as a role model for an inclusive employee experience.
Amadeus is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to gender, race, ethnicity, sexual orientation, age, beliefs, disability or any other characteristics protected by law.
Be aware of recruitment scams
Amadeus Group never charges fees, requests payment, or asks for financial information during recruitment. All legitimate opportunities are communicated solely through official Amadeus channels, including our careers website. Any payment request or outreach via unofficial platforms (e.g., WhatsApp, Telegram) should be treated as fraudulent.