ITSM Process Specialist

ITSM Specialist

Luton/Hybrid

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. 

As part of the ITSO organisation, the Service Integration Team is responsible for orchestrating managing and overseeing the value delivery of the Infrastructure & Operations Platforms (I&O) and Workplace Products. The ITSO Orchestration processes provide the Platform and Product teams with guidance and governance on the following topics:

-       I&O Platforms partnering.

-       Service portfolio management.

-       Architecture.

-       Service integration.

-       Value and performance management.

Outside of ITSO, the teams also work in close collaboration with other IT Domains, such as IT Strategy and Architecture, Change and Portfolio and Digital Safety teams. 

Job Purpose

The IITSM Process Specialist is responsible for effective IT service integration through the definition and deployment of standardised and continuously optimised service management processes, enabling trust, velocity, scalability, and efficiency of IT services.

What you’ll be doing

The ITSM Process Specialist is responsible for defining, governing, overseeing and continuously improving standardised IT service management processes (ITSM), guardrails, tools, and frameworks executed across IT and Supplier teams. 

Reporting to the Service Integration Lead, this role creates actionable and reusable service integration assets (e.g., process execution playbooks, training materials, governance frameworks, KPIs dashboards, etc.), manages their deployment roadmap across the IT organisation and facilitates audits as required

Please note that the role is part of a duty rota to manage major incidents

Skills & Experience

• Demonstrable experience in Incident Management
• In depth knowledge of at least 1 of ITSM processes such as Incident, Problem, Change, Patch, Disaster Recovery, Capacity
• Demonstrable experience within an IT department providing cross-functional IT management capabilities.
• Experience in IT governance, including experience in policy definition and process improvements within a large or complex organisation.
• Understanding of IT systems, architectures, and technologies to assess service components and collaborate with technical teams.
• Understanding and experience in IT service management (ITSM) and Information Technology Infrastructure Library (ITIL).
• Experience in maximising effectiveness of nearshore / offshore resource models and experience in managing and delivering through third-party suppliers, focusing on business outcomes and employee experience.
•  Planning & orchestration skills: planning across product and platform teams, roadmap creation, scheduling
• Experience ensuring quality management incl. quality assurance, risk management and process improvement methodologies.
• Data-savvy: strong data analysis skills.
• Proven stakeholder needs’ analysis and stakeholder communication and management skills.
• Effective influencing and negotiation skills in complex environments where resources required for success may not be in direct control of this role.

What you’ll get in return 

·Competitive base salary 

·Up to 20% bonus 

·25 days holiday 

·BAYE, SAYE & Performance share schemes 

·7% pension 

·Life Insurance

·Work Away Scheme

·Flexible benefits package 

·Excellent staff travel benefits 

 About easyJet

At easyJet our aim is to make low-cost travel easy – connecting people to what they value using Europe’s best airline network, great value fares, and friendly service.

It takes a real team effort to carry over 90 million passengers a year across 35 countries. Whether you’re working as part of our front-line operations or in our corporate functions, you’ll find people that are positive, inclusive, ready to take on a challenge, and that have your back. We call that our ‘Orange Spirit’, and we hope you’ll share that too.

Apply

Complete your application on our careers site.

We encourage individuality, empower our people to seize the initiative, and never stop learning. We see people first and foremost for their performance and potential and we are committed to building a diverse and inclusive organisation that supports the needs of all. As such we will make reasonable adjustments at interview through to employment for our candidates