At a Glance
- Tasks: Manage outsourced field service providers and ensure top-notch service delivery.
- Company: Join a global leader in travel technology with a diverse team.
- Benefits: Flexible working model, learning opportunities, and a supportive culture.
- Other info: Be part of a mission-driven company committed to diversity and inclusion.
- Why this job: Make a real impact on customer satisfaction and operational excellence.
- Qualifications: Experience in managing service providers and strong communication skills.
The predicted salary is between 50000 - 65000 £ per year.
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
- 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, 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
- 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)
- Deliver measurable improvements in service reliability and performance
- 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
- Supplier Lifecycle Management
- Manage the full supplier lifecycle: initiation, selection, approval, transition, execution, 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 – work in a global environment with diverse teams.
- Great opportunities to learn – on-the-job, formal learning, and daily interactions.
- A caring environment – supportive work culture for career and personal life.
- A flexible working model – tailor work location and schedule.
- A diverse and inclusive community – valued for innovation and collaboration.
- A reliable company – trusted by customers, partners and employees.
- A critical mission and purpose – powering the future of travel.
Diversity & Inclusion
Amadeus is committed to fostering an inclusive environment, ensuring all employees can reach their full potential. We are an equal‑opportunity employer; all qualified applicants will receive consideration for employment without regard to gender, race, ethnicity, sexual orientation, age, beliefs, disability or other characteristics protected by law.
Recruitment Scams Alert
Amadeus Group never charges fees, requests payment, or asks for financial information during recruitment. All legitimate opportunities are communicated through official Amadeus channels, including our careers website. Do not provide payment or contact details through unofficial platforms such as WhatsApp or Telegram.
Supplier Manager for Field Services employer: Amadeus
Amadeus is an exceptional employer, offering a dynamic and inclusive work environment that values innovation and collaboration. As a Supplier Manager for Field Services, you will benefit from extensive learning opportunities, a flexible working model, and a supportive culture that prioritises both career growth and personal well-being. Join us in powering the future of travel while enjoying the advantages of a truly global company committed to diversity and employee satisfaction.
