easyJet holidays – Platform Integration Specialist
Company
In 2019 we launched our brand new easyJet holidays business, with a mission to provide brilliant holiday experiences at unbeatable prices. We do this by combining easyJet’s flexible flight programme with handpicked hotels and best-in-class technology to provide hassle-free, personalised holidays. Soon after we launched, we faced the most unprecedented challenge in modern history - but we made bold decisions, took active measures, and emerged from the pandemic much stronger and far greater. Since then, we have;
> Launched our sustainability strategy, becoming the first major UK tour operator to offset the carbon emissions from its package holidays
> Doubled the size our team
> Been named one of the Best Workplaces in Travel
> Reached a milestone 1.1 million customers in our first full year of trading and
> Become the fastest growing UK tour operator
We’re an ambitious bunch and we don’t intend on stopping here. We want to lead the industry, making sustainable travel affordable and accessible to everyone and to do this we’re building remarkable teams with modern ways of working. That’s where you come in! Join us as our Live Support Manager and help create brilliant holiday experiences for our customers.
Team
As a technology team, we are at the centre of the enormous growth ambition for easyJet holidays. There is a huge portfolio of change planned to achieve our objectives and become the leader in our industry.
Within the technology team, the Platforms team has a widespread responsibility for managing and maintaining the underlying platforms and applications and delivering the changes required that will continue to contribute to the success of easyJet holidays (Reservations system, data and analytics platforms, customer platforms, comms platform). We work with the Product delivery teams and directly with the EJ holidays business functions to understand and deliver the changes required, whilst also ensuring that the platforms themselves are secure, performant and reliable – and have the capability to deliver our ambition of being the UK’s 1 Holidays company
Job Purpose
The key purpose of the platform service manager is to ensure that there any new technical capabilities impacting our key platforms within easyJet Holidays have a clear service model in place, along with an ongoing responsibility for improving the service offered on our existing platforms.
As easyJet Holidays grows in size and scale the impact of service issues will impact both our customers and our financial performance to a greater extent than ever before.
Job Accountabilities
Service Design and Transition
Driving improvement in the quality of new and evolved services by ensuring that the appropriate service models (contracting, processes, alerting/monitoring, governance & reporting) are in place and functioning correctly (incl. creation of the relevant knowledge articles for the Service Desk).
Service Management improvements
Incident Management
Driving reduction in business disruption by decreasing the number, frequency, and impact of incidents.
Ensuring that the incident ticket queue is managed by the relevant stakeholders.
Problem Management
Driving reduction in business disruption by preventing recurring incidents and major incidents to happen.
Service Continuity Management
Driving improvement in the service availability and performance levels before, during, and after a disaster-level incident.
Service Catalogue Management
Ensuring EJH service catalogue is continuously updated.
Knowledge Management
Ensuring that knowledge information is gathered, analyzed, stored and shared, with regular reviews and updates to key stakeholders, to accelerate the access to knowledge by the Platform Users and Suppliers.
Configuration Management
Ensuring that individual service configuration items are managed, administered, and mapped to the relevant services.
Executing activities: contributing to the mapping of the Platform service components and their relationship with other services (i.e., service mapping).
Competencies
Innovation & Change - Identifies opportunities within own area for continuously improving the way things are done, seeking to improve efficiency in everything that they do / Able to influence others to support the change by identifying the key stakeholders, explaining the rationale and the benefits of the change
Business Performance - Understands the commercial reality of easyJet in terms of high volume, low cost and low margin / Takes into account short term cost management and longer-term return on investment when making decisions
Ownership & Delivery - Monitors results, showing resilience to deal effectively with barriers and obstacles / Uses sound judgement to make timely decisions, when faced with incomplete information / Looks beyond the surface to identify and resolve the root cause of the problem, putting plans in place to ensure there is no recurrence
Building Relationships - Communicates effectively with others within own area, proactively sharing information with those who need to know / Establishes trust quickly by listening to others and working effectively with others within their function / Builds strong working relationships with people within other teams to ensure own goals and those of others are delivered
Customer & Shareholder value - Anticipates possible risks within their own area to customers and to the business and takes action to prevent them becoming issues / Builds strong relationships with their customers by anticipating and responding to their needs .
Key Skills and experience required
Understanding and experience in IT service management (ITSM) and Information Technology Infrastructure Library (ITIL).
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.
Extensive experience within an IT department providing cross-functional IT management capabilities.
Planning & orchestration skills: planning across product and platform teams, roadmap creation, scheduling.
Proven 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.
Key KPIS
Comprehensive service model in place to support new business capabilities in line with business timing
Accurate service configuration and mapping
Reduction in number and scale of incidents and problems affecting all services
Benefits
> Competitive base salary
> Up to 20 bonus
> 25 days holiday
> BAYE, SAYE & Performance share schemes
> 7 pension
> Life Assurance
> Flexible benefits package
> Excellent staff travel benefits
Location and hours or work
This full-time role will be based in Luton, and will be 40 hours per week, with some occasional travel required.
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