Service Assurance Specialist - Connected Crew Optimised Flying

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 Connected Crew & Optimised Flying mission is responsible for delivering a single, real-time crew information experience, evidenced-based crew training, unified safety intelligence, and real-time insight to drive fuel efficiency across easyJet's network, supporting pilots, cabin crew, flight operations teams, and safety and training functions.

The mission consists of four core Product Groups: Connected Crew Crew Training Safety Systems Flight & Fuel Optimisation The Service Assurance Specialist operates within the Crew Device and Platform 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, flight operations stakeholders, and crew partners to support the operational stability, resilience, and continuous improvement of crew and flying technologies and services.

Day-to-day operational demand and priorities align through the Crew Device and platform manager within the Connected Crew Product Group. JOB PURPOSE The Service Assurance Specialist is responsible for supporting the effective execution of service assurance, operational governance, and service integration processes across the Connected Crew & Optimised Flying mission. The role ensures crew and flight operations services remain stable, resilient, supportable, and operationally ready, supporting operational continuity, supplier coordination, service performance, and continuous improvement across Connected Crew, Crew Training, Safety Systems, and Flight & Fuel Optimisation technologies.

JOB ACCOUNTABILITIES Service Assurance & Operational Governance Support operational service assurance activities across Connected Crew, Crew Training, Safety Systems, and Flight & Fuel Optimisation technologies, products, suppliers, and operational environments. Support execution of standardised IT service management (ITSM) processes and operational governance activities across the Connected Crew & Optimised Flying mission.

Ensure operational support processes, governance standards, and service assurance activities are consistently applied across crew information, training, safety intelligence, and flight/fuel optimisation services and suppliers. Incident & Major Incident Management Support the management, coordination, and escalation of operational incidents affecting real-time crew information, crew training platforms, safety intelligence systems, and flight and fuel optimisation technologies.

Assist with coordination and facilitation of major operational incidents, minimising disruption to pilots, cabin crew, and flight operations users. Support operational communications, incident tracking, and stakeholder coordination during operational incidents and service disruption events, including incidents with potential impact on safety intelligence, crew decision-making, or flight despatch. 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 Connected Crew, Crew Training, Safety Systems, and Flight & Fuel Optimisation services. Contribute to operational stability, resilience, and continuous improvement initiatives across crew information devices, training systems, safety intelligence capability, and fuel efficiency tooling.

Support operational reviews and improvement actions to reduce recurring incidents and operational disruption, contributing to KPIs including on-time performance (OTP), crew engagement, discretionary fuel, and fuel burn. Service Transition & Operational Readiness Support operational readiness activities for new services, deployments, integrations, and technology changes across the mission's four Product Groups. Ensure operational support documentation, support processes, testing activities, operational handovers, and knowledge materials are completed before operational go-live, including for crew-facing devices, training tools, safety intelligence dashboards, and fuel optimisation systems.

Support operational validation and transition activities across flight operations, crew, training, safety, and fuel optimisation environments. Change & Operational Coordination Management Support governance and coordination of operational changes impacting Connected Crew, Crew Training, Safety Systems, and Flight & Fuel Optimisation technologies and services. Ensure operational changes are planned, communicated, and implemented with minimal disruption to pilots, cabin crew, and flight operations, particularly where changes touch inflight initiatives aligned to the flight ops re-organisation.

Support operational coordination activities across product teams, suppliers, safety and training functions, and flight operations stakeholders. Operational Service Continuity & Resilience Support operational resilience, disaster recovery, and operational continuity planning activities across crew information, training, safety intelligence, and flight/fuel optimisation services. Support validation and testing of operational recovery processes and continuity arrangements, including business resilience event disruption scenarios covered by the Safety Systems product group.

Contribute to operational risk identification, mitigation, and service resilience activities, with particular attention to services underpinning safety decision-making and crew reliability. 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 service dependencies and integrations across Connected Crew, Crew Training, Safety Systems, and Flight & Fuel Optimisation technologies.

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 across the mission's four Product Groups. Assist with operational data quality, operational reporting, and service performance analysis activities, contributing to visibility of KPIs including OTP, CPS, and CSAT.

Support operational governance reporting and service performance tracking across crew information, training, safety, and fuel optimisation services. Supplier & Stakeholder Management Work collaboratively with Product Managers, Technical Specialists, Operational Support Analysts, suppliers, flight operations stakeholders, and crew, training, and safety partners. Support coordination of operational supplier activities, operational governance, and operational issue resolution across Connected Crew, Crew Training, Safety Systems, and Flight & Fuel Optimisation technologies.

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. Support operational process standardisation, governance consistency, and service assurance maturity initiatives across crew and flight operations environments. Contribute to operational process improvements and service integration best practices across the Connected Crew & Optimised Flying mission.

COMPETENCIES Building Relationships: Expresses ideas confidently and clearly, builds positive and constructive relationships with others, and collaborates effectively across operational, supplier, product, and technical teams. Business Performance: Understands operational and business priorities, balancing operational resilience, crew impact, compliance, cost, and service performance. Customer & Shareholder Value: Builds strong relationships with operational stakeholders and supports services that improve operational efficiency, reliability, and crew experience.

Ownership and Delivery: Demonstrates accountability, prioritisation, and a strong focus on delivering operational outcomes and service improvements. Innovation and Change: Embraces continuous improvement, operational change, and new ways of working within dynamic operational environments. 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 flight operations and crew management processes, operational environments, and the technologies underpinning real-time crew information, crew training, safety intelligence, and flight/fuel optimisation. 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. Strong stakeholder management and communication skills across operational, supplier, and technical teams.

Planning and coordination skills across operational, product, and platform teams. Experience supporting operational monitoring, observability, reporting, and operational service health management, including KPIs such as OTP, CPS, and CSAT. Strong analytical, operational troubleshooting, and continuous improvement skills. Effective influencing and collaboration skills within complex operational environments where delivery depends on multiple stakeholders and suppliers.

DESIRABLE SKILLS Experience supporting aviation, airline, or flight operations technologies. Understanding of real-time crew information experiences, including connected crew devices used to support consistent, confident decision-making during normal operations and disruption. Familiarity with evidenced-based or data-driven crew training platforms and the reduction of manual training administration. Understanding of unified safety and security intelligence capability, including proactive risk identification and coordinated response during disruption or crisis.

Understanding of flight and fuel optimisation technologies, including discretionary fuel, flight efficiency KPIs, and fuel burn reduction initiatives. 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, ideally within a flight operations re-organisation context.

LOCATION & HOURS OF WORK This full-time role of 40 hours a week will be based in Luton while hybrid working is available. Some occasional travel may be required across operational bases and flight operations environments. This role will require participation in operational support and major incident escalation activities, including out-of-hours support as part of the operational support model. Participation in an out-of-hours on-call rota for critical operational incidents is required as part of this role.