IT Service Assurance Specialist

easyJet; City Of London; Hybrid; GBP 45,000 - 55,000; Full time

Job summary

A leading budget airline in London seeks an IT Service Assurance Specialist to ensure effective service integration. This role involves overseeing IT service management processes, managing incidents, and improving service delivery strategies. Competitive salary, bonus potential, and flexible working included. Ideal candidates will have extensive IT experience and strong stakeholder management skills.

Benefits

Competitive base salary

20% bonus potential

25 days holiday

Pension scheme and life assurance

Discounted staff travel scheme

Annual holiday discount credit

'Work Away' scheme

Electric vehicle lease salary sacrifice scheme

Qualifications

• Experience in policy definition and process improvements within a large organization.
• Experience managing and delivering through third-party suppliers.
• Strong data analysis skills.

Responsibilities

• Execute service integration strategy and processes.
• Manage and resolve incidents, focusing on business continuity.
• Align service integration strategies with product objectives.

Skills

Extensive experience within an IT department

Experience in IT governance

Understanding of IT systems

Experience in IT service management (ITSM)

Planning & orchestration skills

Data-savvy

Stakeholder needs' analysis

Effective influencing skills

Job description

TEAM

The ITSO (IT Services and Airline Operations) organisation manages and is accountable for the rapid delivery of the trustworthy, scalable, and efficient IT infrastructure services needed to support the technology critical for easyJet's future growth plans and ambitions.

I&O Workplace Products are part of the ITSO organisation and aimed at enhancing productivity, communication, and efficiency within an organisation. These products consist of:

• Productivity & Collaboration – aimed at enhancing productivity, communication, and efficiency within an organisation, enhancing teamwork by enabling seamless communication and real‑time sharing of resources, ultimately driving efficiency within organisations.
• Adoption & Automation – Automation streamlines repetitive tasks, allowing employees to focus on higher‑value activities and improving.
• Workplace Equipment – IT equipment delivers essential functionalities to the workplace by facilitating all of the above.

Each Product is accountable for the end‑to‑end delivery of business outcomes and the Product teams are expected to demonstrate a proactive work mindset in addressing easyJet's priorities.

JOB PURPOSE

The IT Service Assurance Specialist is responsible for the effective execution of the service integration strategy and processes within the Productivity & Collaboration team, enabling trust, velocity, scalability, and efficiency of the product services.

JOB ACCOUNTABILITIES

The IT Service Assurance Specialist is responsible for delivering the service integration services within their own Product, overseeing the execution of standardised IT service management processes (ITSM), tools, and frameworks within their Product (including Supplier teams) and ensuring consistency of service integration practices with other Platforms and Products. Primarily reporting to the Product Lead for P&C, this role uses the service integration team assets (e.g. process execution playbooks, training materials, governance frameworks, KPIs dashboards, etc.) to deploy the following key processes and ensure their smooth execution:

1. Service Integration Management
   • Incident Management: Manage and resolve incidents to reduce business disruptions.
   • Major Incident Management: Operates on‑call within scheduled roster as a major incident manager for all IT incident escalations in and out of hours. Full training and tooling will be given to support this work.
   • Problem Management: Prevent recurring incidents to enhance system stability.
   • Service Continuity, Design, and Transition: Ensure service availability and oversee the lifecycle of service design and implementation.
   • Change and Capacity Management: Streamline change processes and optimise resource utilisation.
   • Service Catalogue and Knowledge Management: Maintain an updated service catalogue and manage knowledge for accessibility and compliance.
   • Configuration Management: Manage and map configuration items to services.
2. Risk & Compliance Management
   • Manage asset, patch compliance, and disaster recovery planning to ensure product integrity and compliance.
3. Strategy & Planning
   • Align service integration strategies with product objectives.
   • Assess service delivery issues and ensure smooth service transitions.
4. Value & Performance Management
   • Monitor and enhance the value delivered by product processes, supported by the Value and Performance team.
5. Leadership Management
   • Collaborate with the Service Integration Lead and the Community of Practice to drive process improvements and feedback implementation.

KEY SKILLS REQUIRED

• Extensive experience within an IT department providing cross‑functional IT management capabilities.
• Experience in IT governance, including experience in policy definition and process improvements within a large or complex organisation.
• Understanding of IT systems, architectures, and technologies to assess service components and collaborate with technical teams.
• Understanding and experience in IT service management (ITSM) and Information Technology Infrastructure Library (ITIL).
• Experience in maximising effectiveness of offshore resource models and experience in managing and delivering through third‑party suppliers, focusing on business outcomes and employee experience.
• Planning & orchestration skills: planning across product and platform teams, roadmap creation, scheduling.
• Experience ensuring quality management incl. quality assurance, risk management and process improvement methodologies.
• Data‑savvy: strong data analysis skills.
• Proven stakeholder needs' analysis and stakeholder communication and management skills.
• Effective influencing and negotiation skills in complex environments where resources required for success may not be in direct control of this role.

What you'll get in return

At easyJet, we pride ourselves on a vibrant and inclusive workplace culture that supports and rewards innovation and excellence. We offer:

• Competitive base salary
• 20% bonus potential
• 25 days holiday, pension scheme, life assurance, and a flexible benefits package
• Discounted staff travel scheme for friends and family
• Annual credit for discount on easyJet holidays
• 'Work Away' scheme, allowing you to work abroad for 30 days a year
• Electric vehicle lease salary sacrifice scheme

Location & Hours of Work

We operate a hybrid working policy of 40%–60% of the month spent with colleagues.

Application Process

Interested candidates should apply through our careers portal.

Reasonable Adjustments

At easyJet, we are dedicated to fostering an inclusive workplace that reflects the diverse customers we serve across Europe. We welcome candidates from all backgrounds. If you require specific adjustments or support during the application or recruitment process, such as extra time for assessments or accessible interview locations, please contact us at [e-mail]. We are committed to providing reasonable adjustments throughout the recruitment process to ensure accessibility and accommodation.