Associate Manager – Airport Field Services

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 Perth 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…