TEAM
The ITSO (IT Services and Airline Operations) organisation manages and is accountable for the rapid delivery of the trustworthy, scalable, and efficient IT infrastructure services needed to support the technology critical for easyJet’s future growth plans and ambitions.
I&O Workplace Products are part of the ITSO organisation and aimed at enhancing productivity, communication, and efficiency within an organisation. These products consist of:
- Productivity & Collaboration – aimed at enhancing productivity, communication, and efficiency within an organisation enhance teamwork by enabling seamless communication and real-time sharing of resources, ultimately driving efficiency within organisations.
- Adoption & Automation – Automation streamlines repetitive tasks, allowing employees to focus on higher-value activities and improving.
- Workplace Equipment – IT equipment delivers essential functionalities to the workplace by facilitating all of the above
Each Product is accountable for the end-to-end delivery of business outcomes and the Product teams are expected to demonstrate a proactive work mindset in addressing easyJet’s priorities.
JOB PURPOSE
The IT Service Assurance Specialist is responsible for the effective execution of the service integration strategy and processes within the Productivity & Collaboration team, enabling trust, velocity, scalability, and efficiency of the product services.
JOB ACCOUNTABILITIES
The IT Service Assurance Specialist is responsible for delivering the service integration services within their own Product, overseeing the execution of standardised IT service management processes (ITSM), tools, and frameworks within their Product (including Supplier teams) and ensuring consistency of service integration practices with other Platforms and Products.
Primarily reporting to the Product Lead for P&C, this role uses the service integration team assets (e.g. process execution playbooks, training materials, governance frameworks, KPIs dashboards, etc.) to deploy the following key processes (in close collaboration with the Supplier team) and ensure their smooth execution:
1. Service Integration Management - Oversee IT service management processes across workplace products.
Key areas include:
• Incident Management: Manage and resolve incidents to reduce business disruptions.
• 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 Management: Prevent recurring incidents to enhance system stability.
• Service Continuity, Design, and Transition: Ensure service availability and oversee the lifecycle of service design and implementation.
• Change and Capacity Management: Streamline change processes and optimize resource utilization.
• Service Catalogue and Knowledge Management: Maintain an updated service catalogue and manage knowledge for accessibility and compliance.
• Configuration Management: Manage and map configuration items to services.
2. Risk & Compliance Management:
• Manage asset, patch compliance, and disaster recovery planning to ensure product integrity and compliance.
3. Strategy & Planning:
• Align service integration strategies with product objectives.
• Assess service delivery issues and ensure smooth service transitions.
4. Value & Performance Management:
• Monitor and enhance the value delivered by product processes, supported by the Value and Performance team.
5. Leadership Management:
• Collaborate with the Service Integration Lead and the Community of Practice to drive process improvements and feedback implementation.
