At a Glance
- Tasks: Lead a tech support team to ensure smooth airport operations and tackle challenges head-on.
- Company: Join easyJet, a vibrant and inclusive workplace that values innovation and excellence.
- Benefits: Enjoy 25 days holiday, flexible working, and discounted travel for friends and family.
- Other info: Hybrid working policy with opportunities for career growth and personal development.
- Why this job: Make a real impact in the aviation industry while developing your leadership skills.
- Qualifications: Experience in managing technical support teams and crisis management is essential.
The predicted salary is between 50000 - 60000 £ per year.
As our Operational Support Manager, you will lead the technology support function that keeps our frontline airport and ground operations moving smoothly. Managing a talented team of Analysts and Technical Specialists, you will oversee the day-to-day health, reliability, and continuous improvement of our entire Airport & Ground Experience product portfolio—spanning Airport Management, Departure & Compliance, Enable Ground Crew, and Baggage Operations.
Key Accountabilities
- Team Leadership & On-Call Ownership
- Manage People: Direct, mentor, and develop a team of Operational Support Analysts and Technical Specialists.
- Own the Rota: Design and govern a fair, sustainable, and compliant 24/7 out-of-hours on-call support rota.
- Build Capability: Ensure all team members are trained, ready, and supported to handle out-of-hours incidents.
- Lead Incidents: Act as the primary escalation point for complex, multi-airport, or product-wide outages.
- Triage Issues: Provide decisive leadership during major service disruptions and drive swift resolution.
- Manage Demand: Prioritise support tickets and operational workflows from product and regional teams.
- Service Performance & Modern Observability
- Monitor Health: Utilize modern monitoring, alerting, and observability tools to track critical workflows.
- Maintain Runbooks: Create and update operational runbooks, support procedures, and documentation.
- Collaborate Daily: Partner with Product Managers, Tech Leads, Engineering, and third-party suppliers to resolve issues.
- Continuous Improvement & Operational Readiness
- Drive Resilience: Analyse incident trends to eliminate root causes and build an improvement backlog.
- Transition Services: Guard the production environment by ensuring new software releases meet supportability standards.
- Report Progress: Prepare and present service performance reports, highlighting operational risks and trends.
Key Skills and Experience
- An Experienced Leader: Proven track record managing technical support teams and designing 24/7 on-call rotas.
- A Calm Crisis Manager: Experienced in handling major incident response in complex, high-stakes environments.
- A Service Management Expert: Deep knowledge of IT service management (ITSM) frameworks, incident lifecycles, and runbooks.
- Data & Tooling Driven: Skilled in using observability and monitoring tools to spot and fix trends before they cause outages.
- A Great Collaborator: Able to build strong relationships with engineering teams, regional delivery leads, and external suppliers. Airport, logistics, or transport technology experience is a major advantage.
Ready to keep our ground technology soaring?
What you’ll get in return
At easyJet, we pride ourselves on a vibrant and inclusive workplace culture that supports and rewards innovation and excellence.
Benefits
- 25 days holiday, pension scheme, life assurance, and a flexible benefits package.
- Discounted staff travel scheme for friends and family.
- Annual credit for discount on easyJet holidays.
- ‘Work Away’ scheme, allowing you to work abroad for 30 days a year.
- Electric vehicle lease salary sacrifice scheme.
Location & Hours of Work
We operate a hybrid working policy of 40%-60% of the month spent with colleagues.
Reasonable Adjustments
At easyJet, we are dedicated to fostering an inclusive workplace that reflects the diverse customers we serve across Europe. We welcome candidates from all backgrounds. If you require specific adjustments or support during the application or recruitment process, such as extra time for assessments or accessible interview locations, please contact us at ma.recruitment@easyjet.com. We are committed to providing reasonable adjustments throughout the recruitment process to ensure accessibility and accommodation.
Operational Support Manager – Airport & Ground Experience in Luton employer: Easyjet
At easyJet, we are committed to creating a vibrant and inclusive workplace that fosters innovation and excellence. As an Operational Support Manager, you will benefit from a supportive culture that prioritises employee growth, offering 25 days of holiday, a flexible benefits package, and unique opportunities like our 'Work Away' scheme, allowing you to work abroad for up to 30 days a year. Join us in a role that not only challenges you but also rewards your contributions while being part of a team that keeps our airport and ground operations running smoothly.
StudySmarter Expert Advice🤫
We think this is how you could land Operational Support Manager – Airport & Ground Experience in Luton
✨Get Involved in Industry Events
Logistics and supply chain are all about networking, so hit up those trade shows and local meetups. Places like the UK's Logistics and Supply Chain conference can be goldmines for connecting with potential employers like Easyjet and learning about the latest trends in the industry.
✨Leverage Online Communities
Join forums and LinkedIn groups specifically for logistics professionals. Share your insights and ask questions to get noticed. Being active in these spaces can help you establish credibility and might just lead to an opportunity at Easyjet!
✨Showcase Your Skills with a Portfolio
Even if it’s a full-time gig, having a portfolio can really set you apart. Include case studies or projects that demonstrate your understanding of supply chain management, logistics software, or solving operational challenges. You’d be surprised at how much this can impress hiring managers.
✨Apply Directly Through Our Website
Don't forget the power of applying directly through our website! A lot of companies like Easyjet keep job postings exclusive to their sites. This way, you can easily keep track of your applications and ensure your profile is in front of the right people.
We think you need these skills to ace Operational Support Manager – Airport & Ground Experience in Luton
Some tips for your application 🫡
Show Your Supply Chain Savvy:In your CV and cover letter, make sure to highlight your understanding of logistics and supply chain management principles. Mention any relevant courses you've taken or tools you've used, like inventory management software or data analysis platforms, to showcase your skills and keep up with best practices in the industry.
Quantify Your Achievements:When detailing your previous work experience, remember to use numbers wherever possible. Did you improve delivery times by a specific percentage? Did you help reduce costs? These kinds of quantified achievements not only catch the eye but also demonstrate your capability in the logistics sector.
Tailor Your Cover Letter to Easyjet:This is your chance to really connect with the team at Easyjet. In your cover letter, express why you're passionate about supply chain logistics and how your goals align with the company’s mission. A little personalisation goes a long way!
Include Relevant Certifications:If you've got any certifications related to logistics or supply chain management—like APICS or Six Sigma—make sure you flaunt them! These show that you're committed to your professional development and can set you apart from other candidates.
How to prepare for a job interview at Easyjet
✨Know Your Logistics Tools
Make sure you're familiar with key logistics software and tools like SAP or Oracle ERP. These are often used in the industry, and being able to demonstrate your knowledge or experience with them can really set you apart during your interview with Easyjet.
✨Perfect Your Problem-Solving Skills
Expect to tackle scenarios that showcase your problem-solving skills. Think about past experiences where you've had to optimise supply chains or handle logistics challenges. Have a few examples ready to discuss how you made decisions that led to improvements.
✨Show Your Team Spirit
Supply chain roles heavily rely on teamwork and communication. Be prepared to discuss how you've collaborated with others in previous roles. Maybe share a time when you coordinated with a team to resolve a logistical hiccup. This can show Easyjet that you're a team player!
✨Understand the Big Picture
Be ready to talk about the broader logistics and supply chain trends. Having insights into current challenges in the industry, like sustainability or lead times, can impress the interviewers at Easyjet. Show them you’re not just focused on the day-to-day but also have a strategic mindset!
