Job Title

Business Environment

The Field Services Supplier Manager (FSSM) is accountable for the end-to-end governance and performance of outsourced field service providers. The role ensures consistent, high-quality, and contract-compliant service delivery across all assigned sites, driving operational excellence, supplier performance, and customer satisfaction.
This role is critical to ensuring operational stability, service quality, and customer experience in outsourced field service delivery. It drives value through strong governance, proactive supplier management, and continuous improvement.
 

Main Responsibilities

1. Supplier Governance & Performance Management

• Define and operate a structured supplier governance model (weekly, monthly, quarterly reviews)

• Monitor supplier performance against SLAs, KPIs, and contractual commitments

• Maintain governance artefacts (scorecards, action logs, risk registers)

• Ensure transparency on performance, risks, and escalations

• Drive corrective and preventive actions

2. Service Delivery & Quality Assurance

• Own end-to-end supplier service performance across allocated sites

• Track KPIs including response time, resolution time (MTTR), and first-time fix rate

• Conduct service quality reviews, ticket audits, and field reporting validation

• Identify performance gaps and implement improvement actions

3. Operational Oversight & Readiness

• Ensure operational readiness in terms of:

  • Staffing, rostering, and coverage

  • Skills and certifications

  • Tools, spares, and site access

• Validate adherence to defined service processes (incident, IMAC, maintenance)

• Guarantee service continuity across all customer and airport locations

4. Continuous Improvement & Problem Management

• Lead root cause analysis (RCA) for recurring incidents

• Reduce repeat failures and improve service efficiency

• Drive continuous improvement initiatives, including:

  • Process optimization

  • Tooling enhancements (e.g. ServiceNow alignment)

• Deliver measurable improvements in service reliability and performance

5. Commercial & Contract Management

• Ensure supplier compliance with SOWs, SLAs, and contractual terms

• Manage service credits, penalties, and change requests

• Support supplier selection, onboarding, and contract renewals

• Monitor cost vs. service performance to drive value optimization

6. Supplier Lifecycle Management

• Manage the full supplier lifecycle:

  • Initiation (need identification)

  • Selection (capability, cost, risk evaluation)

  • Approval (procurement, legal, operations)

  • Transition (knowledge transfer, readiness)

  • Execution (performance management)

  • Review (post-transition validation)

• Ensure smooth onboarding/offboarding of suppliers using structured playbooks

7. Stakeholder & Customer Management

• Act as the primary interface between:

  • Internal operations teams (SDM, CSM, L1/L2 support)

  • External suppliers

  • Customer and airport stakeholders

• Ensure clear, proactive communication, particularly during major incidents

• Align stakeholder expectations and drive customer satisfaction

The Ideal Profile

Experience & Technical Skills

• Proven experience in managing outsourced service providers

• Strong understanding of field services operations (L1/L2, incident management)

• Knowledge of ITIL practices and service management tools (e.g. ServiceNow)

• Experience with SLA/KPI management and performance reporting

Commercial & Governance Skills

• Solid understanding of contract and supplier management

• Financial awareness with ability to balance cost and performance

• Experience in risk management and compliance

Soft Skills & Competencies

• Strong stakeholder management and communication skills

• Ability to influence without direct authority

• Analytical, data-driven decision-making mindset

• Structured and detail-oriented approach

• Continuous improvement mindset

What We Can Offer You

• 🌎 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 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.

• 🎯 A critical mission and purpose - At Amadeus, you will be powering the future of travel and pursuing a critical mission and extraordinary purpose.

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.