Service Assurance Specialist – Airport Operations

EasyJet Plc; Luton; Hybrid; GBP 60,000 - 90,000; Full time

Benefits offered by this job

Up to 20% bonus

25 days holiday

BAYE / SAYE schemes

Staff travel benefits

Job summary

EasyJet Plc is seeking a Service Assurance Specialist within the Airport Operations Delivery team to support operational service assurance, governance, and service integration across four product groups. You will help ensure stability, resilience, and continuity of airport technologies and services, coordinating with managers, suppliers, and airport stakeholders, including major incident handling.

The role includes on-call duties for major incidents, on-call support, and collaboration across

Qualifications

• Strong understanding of operational support, service assurance, incident management, and service management processes within complex operational environments.
• Experience supporting operational technology services and supplier-managed services within live operational environments.
• Understanding of airport and ground operations processes, operational environments, and airport operational technologies.
• Understanding and experience in IT service management (ITSM) and ITIL processes.

Responsibilities

• Support operational service assurance activities across airport operational technologies, products, suppliers, and operational environments.
• Support execution of standardised IT service management (ITSM) processes and operational governance activities across the Airport & Ground Experience mission.
• Ensure operational support processes, governance standards, and service assurance activities are consistently applied across operational services and suppliers.
• Support the management, coordination, and escalation of operational incidents affecting airport operational services and technologies.
• Assist with coordination and facilitation of major operational incidents, minimising disruption to airport operations and operational users.
• Support operational communications, incident tracking, and stakeholder coordination during operational incidents and service disruption events.

Skills

Operational support

Incident management

ITSM/ITIL

Operational governance

Stakeholder coordination

Product/Platform coordination

Monitoring/Observability

Operational readiness

Tools

ITSM tools

Job description

When it comes to innovation and achievement there are few organisations with a better track record. Join us and you’ll be able to play a big part in the success of our highly successful, fast-paced business that opens up Europe so that people can exercise their get-up-and-go. With almost 300 aircraft flying over 1,000 routes to more than 32 countries, we’re the UK’s largest airline, the fourth largest in Europe and the tenth largest in the world. Set to fly more than 90 million passengers this year, we employ over 10,000 people. Its big-scale stuff and we’re still growing.

Over the last 30 years, easyJet has disrupted the travel industry, changing the way people fly across the UK and Europe. Today, with a fleet of over 300 aircraft and 85 million annual passengers, we are still innovating. What sets us apart is our "Orange Spirit"—our passion, forward-thinking mindset, and sense of fun.

ROLE OVERVIEW

The Tech & Data organisation manages and is accountable for the rapid delivery of trustworthy, scalable, and efficient technology services required to support easyJet’s operational environment and future growth ambitions.

The Airport & Ground Experience mission is responsible for enabling connected, resilient, and efficient airport operations across easyJet’s airport ecosystem, supporting operational teams, ground handlers, airport partners, and frontline operational services across the network.

The mission consists of four core Product Groups:

Airport Management

Departure & Compliance

Baggage Operations

The Service Assurance Specialist operates within the Airport Operations Delivery team and supports operational service assurance, operational governance, operational readiness, and service integration activities across all four Product Groups.

This role is chapter-aligned into the Service Integration Lead within I&O and works closely with Product Managers, Technical Specialists, Operational Support Analysts, suppliers, airport stakeholders, and operational partners to support the operational stability, resilience, and continuous improvement of airport operational technologies and services.

Day-to-day operational demand and priorities align through the Ops Support Manager within the Airport Operations Delivery team.

JOB PURPOSE

The Service Assurance Specialist is responsible for supporting the effective execution of service assurance, operational governance, and service integration processes across the Airport & Ground Experience mission.

The role ensures operational services remain stable, resilient, supportable, and operationally ready across airport operational environments, supporting operational continuity, supplier coordination, service performance, and continuous improvement across airport operational technologies and services.

JOB ACCOUNTABILITIES

Service Assurance & Operational Governance

• Support operational service assurance activities across airport operational technologies, products, suppliers, and operational environments.
• Support execution of standardised IT service management (ITSM) processes and operational governance activities across the Airport & Ground Experience mission.
• Ensure operational support processes, governance standards, and service assurance activities are consistently applied across operational services and suppliers.
• Support the management, coordination, and escalation of operational incidents affecting airport operational services and technologies.
• Assist with coordination and facilitation of major operational incidents, minimising disruption to airport operations and operational users.
• Support operational communications, incident tracking, and stakeholder coordination during operational incidents and service disruption events.

Problem & Continuous Improvement Management

• Support identification and investigation of recurring operational issues, trends, and root causes impacting operational services.
• Contribute to operational stability, resilience, and continuous improvement initiatives across airport operational technologies and services.
• Support operational reviews and improvement actions to reduce recurring incidents and operational disruption.

Service Transition & Operational Readiness

• Support operational readiness activities for new operational services, deployments, integrations, and technology changes.
• Ensure operational support documentation, support processes, testing activities, operational handovers, and knowledge materials are completed before operational go-live.

Change & Operational Coordination Management

• Support governance and coordination of operational changes impacting airport operational technologies and services.
• Ensure operational changes are planned, communicated, and implemented with minimal operational disruption.
• Support operational coordination activities across product teams, suppliers, handlers, airports, and operational stakeholders.

Operational Service Continuity & Resilience

• Support operational resilience, disaster recovery, and operational continuity planning activities across airport operational services.
• Support validation and testing of operational recovery processes and continuity arrangements.
• Contribute to operational risk identification, mitigation, and service resilience activities.

Configuration, Knowledge & Service Management

• Support maintenance of operational support documentation, service catalogues, operational knowledge repositories, and service mapping activities.
• Support configuration management and visibility of operational service dependencies and integrations.
• Ensure operational knowledge and service information remains accessible, accurate, and maintained across operational support teams.

Operational Data & Service Visibility

• Support operational monitoring, observability, operational reporting, and service health visibility activities.
• Assist with operational data quality, operational reporting, and service performance analysis activities.
• Support operational governance reporting and service performance tracking across airport operational services.
• Work collaboratively with Product Managers, Technical Specialists, Operational Support Analysts, suppliers, airport stakeholders, and operational partners.

*Major Incident Management: This role additionally 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*

KEY SKILLS REQUIRED

• Strong understanding of operational support, service assurance, incident management, and service management processes within complex operational environments.
• Experience supporting operational technology services and supplier-managed services within live operational environments.
• Understanding of airport and ground operations processes, operational environments, and airport operational technologies.
• Understanding and experience in IT service management (ITSM) and ITIL processes.
• Experience supporting third-party suppliers, operational integrations, and operational service governance.
• Understanding of operational integrations, operational data flows, operational dependencies, and operational service interoperability.
• Experience supporting operational testing, validation, operational readiness, and service transition activities.
• Planning and coordination skills across operational, product, and platform teams.
• Experience supporting operational monitoring, observability, reporting, and operational service health management.

DESIRABLE SKILLS

• Experience supporting aviation, airport, or airline operational technologies.
• Understanding of airport operational ecosystems including passenger processing, baggage operations, operational identity, connectivity, and operational resilience.
• Experience working within supplier-led or multi-supplier operational environments.
• Familiarity with operational observability, monitoring, or service reporting platforms.
• Experience supporting operational change, transformation, or product-led delivery environments.
• Understanding of operational service integrations and operational technology dependencies across airport environments.

“Please note that this role does not meet the criteria for visa sponsorship, and we are therefore unable to consider applicants who require sponsorship to work in the UK.”

We operate a hybrid working policy of 2 days a week spent with colleagues.

What you’ll get in return

• Up to 20% bonus
• 25 days holiday
• BAYE, SAYE & Performance share schemes
• Life Insurance
• Work Away Scheme
• Flexible benefits package
• Excellent staff travel benefits

Location & Hours of Work

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

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