Service Assurance Specialist – Airport Operations

Overview

In this role you will support the Airport Operations Delivery team to ensure stable, resilient and ready-to-operate airport services. You will work with product managers, suppliers and stakeholders to govern, integrate and improve airport technologies and services. The position sits at the intersection of operations, ITSM and supplier management, focusing on service assurance and operational readiness across the airport ecosystem. This is an opportunity to shape operational stability at scale within a well-known airline and contribute to continuous improvement initiatives.

Pay / Benefits

• Competitive base salary
• 20% bonus potential
• 25 days holiday, pension, life assurance, flexible benefits
• Discounted staff travel
• Annual credit for easyJet holidays
• Work Away scheme

Responsibilities

• Support operational service assurance activities across airport technologies, products, suppliers and environments
• Assist in the execution of standard ITSM processes and governance across the Airport & Ground Experience mission
• Ensure consistent application of support processes, governance standards and service assurance
• Support management and coordination of operational incidents and major incidents, including on-call duties for escalations
• Assist with incident tracking, communications and stakeholder coordination during disruptions
• Support identification of recurring issues and root causes to improve stability and reduce incidents
• Contribute to operational readiness for new services, deployments and technology changes
• Support changes governance and coordination across product teams, suppliers and airports
• Assist with operational resilience, disaster recovery and continuity planning
• Maintain and improve operational support documentation, service catalogs and knowledge repositories
• Support monitoring, visibility reporting and service performance analysis across airport operations
• Foster collaboration with product managers, technical specialists and stakeholders to align service integration

Key requirements

• Strong understanding of service assurance, incident management and ITSM in complex environments
• Experience supporting operational technology services and supplier-managed services in live settings
• Knowledge of airport and ground operations processes and technologies
• Understanding of ITIL/ITSM concepts and governance
• Experience working with third-party suppliers and operational integrations
• Experience supporting testing, validation, readiness and service transition activities
• Strong stakeholder management and cross-functional communication
• Planning and coordination across operational, product and platform teams
• Experience with monitoring, observability and service health reporting
• Analytical, troubleshooting and continuous improvement capabilities
• Ability to influence and collaborate in multi-stakeholder environments

• stakeholder management
• communication
• problem solving
• ITSM / ITIL
• incident management
• operational governance

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