Service Assurance Specialist – Connected Crew & Optimised Flying

EasyJet Plc; Luton; Hybrid; GBP 55,000 - 70,000; Full time

Benefits offered by this job

25 days holiday

Pension scheme

Life assurance

Flexible benefits package

Staff travel discount

Annual credit for easyJet holidays

Work Away scheme

EV lease salary sacrifice

Job summary

easyJet is seeking a Service Assurance Specialist – Connected Crew & Optimised Flying to safeguard crew and fuel systems. You will support real-time operational service assurance, governance, and on-call incident management within the Crew Device and Platform team.

You will collaborate with product managers and vendors to resolve issues, ensure readiness for new features, and maintain KPIs like OTP and CPS across Europe’s leading low-cost network.

Qualifications

• Strong understanding of IT service management and incident management in live environments.
• Experience coordinating third-party suppliers and multi-vendor integrations.
• Track record in managing service transitions, tests, and documentation workflows.
• Experience tracking service health and KPIs (OTP, CPS, CSAT).
• Willingness to participate in an out-of-hours on-call rota for critical incidents.

Responsibilities

• Support standardised ITIL/ITSM processes across crew, safety, and fuel optimisation systems.
• Coordinate and elevate operational incidents to minimise disruption for crew and pilots.
• Investigate recurring issues to safeguard OTP and fuel efficiency KPIs.
• Manage operational validation and knowledge transfer before new tech goes live.
• Collaborate with Product Managers, Tech Specialists, and vendors to resolve issues.

Skills

ITIL/ITSM

Supplier Coordination

Operational Readiness

Metrics & Observability

On-call availability

Aviation tech familiarity

Domain knowledge: crew devices

Job description

We are easyJet – a FTSE-250 listed, £multi-billion low-cost airline that serves tens of millions of customers every single year. If you’re reading this, you have probably already been an easyJet customer, and you’ll know that there is no more iconic (or Orange!) travel brand in Europe.

We fly more than 1,207 routes, connecting 38 countries across Europe, and employ more than 18,000 colleagues. We’re on a mission to make low-cost travel easy – and whatever your role here, you’ll connect millions of people to what they love using Europe’s best airline network, great value fares, and friendly service.

What makes us easyJet? Our Promise Behaviours – we are Safe, Bold, Welcoming and Challenging. Four Behaviours. One Spirit. One easyJet.

Join easyJet as a Service Assurance Specialist – Connected Crew & Optimised Flying and play a critical role in keeping our airline moving with the unique opportunity to support the technology driving our pilots, cabin crew, and flight operations teams.

In this role, you will ensure our core crew and flying services remain stable, resilient, and operationally ready, while participating in an out-of-hours on-call rota to manage critical operational incidents.

The Mission

The Connected Crew & Optimised Flying mission delivers a single, real-time crew information experience, evidence-based training, unified safety intelligence, and real-time fuel efficiency insights across easyJet’s network. You will sit within the Crew Device and Platform team, supporting operational service assurance and governance across all product groups.

• Service Assurance & Governance: Support the execution of standardised ITIL/ITSM processes across crew, safety, and fuel optimisation systems.
• Incident & Major Incident Management: Coordinate and elevate operational incidents to minimize disruption for crew and pilots. Note: This role operates on-call within a scheduled roster as an out-of-hours major incident manager.
• Problem & Continuous Improvement: Investigate recurring operational issues to safeguard KPIs like On-Time Performance (OTP) and fuel burn reduction.
• Service Transition & Readiness: Manage operational validation, support documentation, and knowledge transfer before new technology features go live.
• Supplier & Stakeholder Management: Partner closely with Product Managers, Technical Specialists, and third-party vendors to resolve operational issues.

What We Are Looking For

Key Skills Required (Essential)

• ITSM & ITIL: Strong understanding of IT service management, incident management, and operational support within live environments.
• Supplier Coordination: Experience supporting third-party suppliers and multi-vendor operational integrations.
• Operational Readiness: Track record of managing service transitions, operational testing, and documentation workflows.
• Metrics & Observability: Experience tracking operational service health and reporting on KPIs like OTP, CPS, and CSAT.
• Flexibility: Absolute willingness to participate in an out-of-hours on-call rota for critical incidents.
• Aviation Tech: Experience supporting airline, aviation, or flight operations technologies.
• Domain Knowledge: Familiarity with connected crew devices, data-driven training platforms, or fuel efficiency tooling.

*Required: Participation in an out-of-hours on-call rota for critical operational incidents*

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.\"

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:

• 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 2 days a week spent with colleagues.

We look forward to your application and the possibility of you flying high with our team!

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].