Job Title
Associate Manager - Airport Field Services
Purpose Of The Role
The
Associate Manager – Airport Field Services
leads and manages a medium-sized 24/7 field service engineering team responsible for delivering on-site operational support for Amadeus Airport IT hardware solutions including but not limited to Kiosks and ABDs and Biometric devices at
Brisbane Airport (onsite).
The role oversees team performance, service delivery, budget management, and resource planning, ensuring the consistent delivery of high‑quality services aligned with contractual obligations and agreed SLAs.
With a mid- to long-term outlook, the role contributes to departmental strategy and decision‑making, drawing on a broad understanding of the operational environment. As a key member of the Extended Account Team, the Associate Manager supports customer satisfaction, identifies operational and commercial improvement opportunities, and acts as a functional expert on Amadeus Airport IT products.
Also partners closely with the Customer Service Manager (CSM) to resolve customer queries and service requests, coordinating internal teams to ensure timely closures. The role also ensures full operational readiness through rigorous incident, problem, change, release, and asset management activities.
Main Responsibilities
* Support and develop field technicians through recruitment, training, and mentoring while fostering a culture of continuous learning and professional growth.
* Set clear objectives and provide regular feedback to maintain team performance and ensure effective workforce planning for 24/7 operations.
* Oversee incident, problem, change, and release management processes to maintain operational readiness and minimize downtime.
* Maintain accurate hardware asset inventories, manage Return Merchandise Authorization (RMA) processes, and track physical asset movements.
* Ensure execution of preventive maintenance schedules, including Planned Maintenance (PM) and Condition-Based Maintenance (CBM) programs.
* Prepare monthly performance and service review reports, participate in customer review meetings, and lead service improvement initiatives.
* Collaborate with Business Analysts and Research & Development (R&D) teams to scope customer requirements and prepare change proposals.
* Coordinate troubleshooting, log analysis, and User Acceptance Testing (UAT) sessions with customers for smooth release deployments.
* Build and maintain strong relationships with IT and business executives, ensuring consistent delivery across Airport IT services.
* Analyze customer needs, propose service enhancements, and identify opportunities to support account development and commercial growth.
Relevant Work Experience
* Experience in the Airport IT industry or related domain.
* Background in guiding teams of field service technicians or engineers to manage incidents, problems, and changes within airport IT systems and networks.
* Experience in service delivery or technical operations, including roles such as project or program management within the airport IT industry.
* Familiarity with systems such as Common Use Passenger Processing System (CUPPS), Common Use Self-Service (CUSS) kiosks, Self-Service Bag Drops (SSBD), Automated Boarding Gates, and Passenger Reconciliation System (PRS) is beneficial.
* University degree or equivalent practical experience in Information Technology, Computer Science, Mechatronics, Mechanical Engineering or a related field or experience.
Note:*
As part of our recruitment process, successful candidates will be required to complete pre-employment screening, which includes a
National Coordinated Criminal History Check
. Employment offers and ongoing engagement will be subject to the satisfactory completion of this screening.*
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, Equity 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.