Service Assurance Specialist – Airport Operations

Service Assurance Specialist – Airport Operations - (Airports & Ground Experience)

Hybrid/Luton

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.

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

Enable Ground Crew

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.

Incident & Major Incident Management

· 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.

· 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.

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.

· Support operational validation and transition activities across airport operational environments.

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.

Supplier & Stakeholder Management

· Work collaboratively with Product Managers, Technical Specialists, Operational Support Analysts, suppliers, airport stakeholders, and operational partners.

· Support coordination of operational supplier activities, operational governance, and operational issue resolution.

· Build strong collaborative relationships across operational, supplier, and technology teams.

Community of Practice & Service Integration Alignment

· Collaborate closely with the Service Integration Lead and associated Communities of Practice within I&O.