At a Glance
- Tasks: Manage outsourced field service providers and ensure top-notch service delivery.
- Company: Join Amadeus, a global leader in travel technology.
- Benefits: Flexible working, continuous learning, and a supportive environment.
- Other info: Diverse and inclusive workplace with excellent career growth opportunities.
- Why this job: Make a real impact in the travel industry while growing your career.
- Qualifications: Experience in managing service providers and strong communication skills.
The predicted salary is between 50000 - 65000 £ per year.
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
- 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
- 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
- Operational Oversight & Readiness
- Ensure operational readiness in terms of staffing, rostering, and coverage
- Validate adherence to defined service processes (incident, IMAC, maintenance)
- Guarantee service continuity across all customer and airport locations
- 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 and tooling enhancements (e.g. ServiceNow alignment)
- 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
- Supplier Lifecycle Management
- Manage the full supplier lifecycle: initiation, selection, approval, transition, execution, and review
- Ensure smooth onboarding/offboarding of suppliers using structured playbooks
- Stakeholder & Customer Management
- Act as the primary interface between internal operations teams, external suppliers, and 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.
- 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.
Supplier Manager for Field Services employer: Amadeus IT Services UK Limited
Amadeus is an exceptional employer that prioritises employee growth and well-being, offering a flexible working model and a supportive environment that nurtures both professional and personal development. With a commitment to diversity and inclusion, employees are encouraged to thrive in a global community that values innovation and collaboration, making it an ideal place for those seeking meaningful and rewarding careers in the travel technology sector.
Contact Details:
Amadeus IT Services UK Limited Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Supplier Manager for Field Services
✨Get Involved in Industry Events
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We think you need these skills to ace Supplier Manager for Field Services
Some tips for your application 🫡
Show Your Supply Chain Savvy:In your CV and cover letter, make sure to highlight your understanding of logistics and supply chain management principles. Mention any relevant courses you've taken or tools you've used, like inventory management software or data analysis platforms, to showcase your skills and keep up with best practices in the industry.
Quantify Your Achievements:When detailing your previous work experience, remember to use numbers wherever possible. Did you improve delivery times by a specific percentage? Did you help reduce costs? These kinds of quantified achievements not only catch the eye but also demonstrate your capability in the logistics sector.
Tailor Your Cover Letter to Amadeus IT Services UK Limited:This is your chance to really connect with the team at Amadeus IT Services UK Limited. In your cover letter, express why you're passionate about supply chain logistics and how your goals align with the company’s mission. A little personalisation goes a long way!
Include Relevant Certifications:If you've got any certifications related to logistics or supply chain management—like APICS or Six Sigma—make sure you flaunt them! These show that you're committed to your professional development and can set you apart from other candidates.
How to prepare for a job interview at Amadeus IT Services UK Limited
✨Know Your Logistics Tools
Make sure you're familiar with key logistics software and tools like SAP or Oracle ERP. These are often used in the industry, and being able to demonstrate your knowledge or experience with them can really set you apart during your interview with Amadeus IT Services UK Limited.
✨Perfect Your Problem-Solving Skills
Expect to tackle scenarios that showcase your problem-solving skills. Think about past experiences where you've had to optimise supply chains or handle logistics challenges. Have a few examples ready to discuss how you made decisions that led to improvements.
✨Show Your Team Spirit
Supply chain roles heavily rely on teamwork and communication. Be prepared to discuss how you've collaborated with others in previous roles. Maybe share a time when you coordinated with a team to resolve a logistical hiccup. This can show Amadeus IT Services UK Limited that you're a team player!
✨Understand the Big Picture
Be ready to talk about the broader logistics and supply chain trends. Having insights into current challenges in the industry, like sustainability or lead times, can impress the interviewers at Amadeus IT Services UK Limited. Show them you’re not just focused on the day-to-day but also have a strategic mindset!
