Nottingham Trent House (95002), United Kingdom, Nottingham, Nottinghamshire

Service Quality Management Analyst

About this role

As a Service Quality Management Analyst you will be responsible for being a key driver in our SLO Modernisation agenda, establishing and governing new Service Level Objectives. You’ll also produce associated Service Quality Reporting to drive action and manage our Tech Service and Vendor Catalogues. You will manage relationships both internally and externally representing Service performance. In this role you will use your curiosity and passion for service to solve problems and build relationships to improve tech performance. 

What you’ll do

• Support the Service Level Objective (SLO) Modernisation agenda by driving the creation and verification of new SLOs for real-time service performance monitoring. 

• Govern the end-to-end management of these SLOs, and leading the SLO Failures process to drive Continual Service Improvement (CSI) through formal problem management.

• Provide consultancy to our Technology Support teams when agreeing new/changing  Service Level Objectives with the business, including obtaining approval from key business stakeholders 

• Work closely with our Technology Operations Centre to produce monthly Service Quality Reporting, including understanding SLO failures and documenting/tracking remediation activities

• Represent Capital One Service Performance in MBR/QBR sessions with key Technology Suppliers, ensuring poor performance and adverse service trends are actioned and addressed in line with contractual commitments

• Manage documentation, risk and controls for the UK Manage Service Levels process

• Partner with the Business Process Monitoring team (who map out important/critical business services along with the underlying technology to create mappings and monitoring dashboards) to align Service Level Objectives (SLOs) with critical services.

• Maintain an up to date Tech Service Catalogue, ensuring that full coverage of UK Technology Services is represented accurately

You’ll have 

• Knowledge of modern Cloud based application and infrastructure technologies and terminology 

• A track record of effective stakeholder management to drive service improvement activities

• Proven experience collaborating with diverse teams, including technical and non-technical stakeholders.

• Ability to bridge the gap between technical and business logic, translating technical concepts into clear, actionable insights for non-technical audiences (and vice versa).

• Strong Tech Service Management experience would be preferable, though managing Service in a professional environment would also be considered

• Demonstrate curiosity and a willingness to challenge existing norms by exploring innovative ways of working, including leveraging AI.

• Strong influencing and communication skills 

• Confidence, proactive communication and relationship building will be essential as you take on responsibility for representing Service challenges with 3rd party suppliers

• Strong organisation skills with a proactive approach to workload management

What you’ll do

• Support the Service Level Objective (SLO) Modernisation agenda by driving the creation and verification of new SLOs for real-time service performance monitoring. 

• Govern the end-to-end management of these SLOs, and leading the SLO Failures process to drive Continual Service Improvement (CSI) through formal problem management.

• Provide consultancy to our Technology Support teams when agreeing new/changing  Service Level Objectives with the business, including obtaining approval from key business stakeholders 

• Work closely with our Technology Operations Centre to produce monthly Service Quality Reporting, including understanding SLO failures and documenting/tracking remediation activities

• Represent Capital One Service Performance in MBR/QBR sessions with key Technology Suppliers, ensuring poor performance and adverse service trends are actioned and addressed in line with contractual commitments

• Manage documentation, risk and controls for the UK Manage Service Levels process

• Partner with the Business Process Monitoring team (who map out important/critical business services along with the underlying technology to create mappings and monitoring dashboards) to align Service Level Objectives (SLOs) with critical services.

• Maintain an up to date Tech Service Catalogue, ensuring that full coverage of UK Technology Services is represented accurately

Where and how you'll work

This is a permanent position and will be based in our Nottingham office.  We’ve adopted a flexible hybrid working model - one that creates the opportunity to work in your own way, but also provides great spaces for in-person collaboration.  Our core in-the-office days are Tuesday to Thursday. 

You can read more about the full announcement from our Founder and CEO Rich Fairbank here: Update on CapitalOne.com

We are committed to creating a level playing field and seek to create teams that are representative of our customers and the communities we serve.  We’d love to hear from you if you identify with a typically under-represented group in our industry and are particularly keen to hear from women, the LGBTQ+ community and ethnic minority candidates.

What’s in it for you

• Bring us all this - and you’ll be handsomely rewarded with a role contributing to the roadmap of an organisation committed to transformation

• We offer high performers strong and diverse career progression, investing heavily in developing great people through our Capital One University training programmes (and appropriate external providers)

• Immediate access to our core benefits including pension scheme, bonus, generous holiday entitlement and private medical insurance – with flexible benefits available including season-ticket loans, cycle to work scheme and enhanced parental leave

• Open-plan workspaces and accessible facilities designed to inspire and support you. Our Nottingham head-office has a fully-serviced gym, subsidised restaurant, mindfulness and music rooms. In London, you can heighten your mood with a run on our rooftop running track or an espresso at the Workshop Coffee café

What you should know about how we recruit

We pride ourselves on hiring the best people, not the same people. Building diverse and inclusive teams is the right thing to do and the smart thing to do. We want to work with top talent: whoever you are, whatever you look like, wherever you come from. We know it’s about what you do, not just what you say. That’s why we make our recruitment process fair and accessible. And we offer benefits that attract people at all ages and stages.

We also partner with organisations including the Women in Finance and Race At Work Charters, Stonewall and upReach to find people from every walk of life and help them thrive with us. We have a whole host of internal networks and support groups you could be involved in, to name a few:

• REACH – Race Equality and Culture Heritage group focuses on representation, retention and engagement for associates from minority ethnic groups and allies

• OutFront – to provide LGBTQ+ support for all associates

• Mind Your Mind – signposting support and promoting positive mental wellbeing for all

• Women in Tech – promoting an inclusive environment in tech

• EmpowHER - network of female associates and allies focusing on developing future leaders, particularly for female talent in our industry

Capital One is committed to diversity in the workplace.

If you require a reasonable adjustment, please contact ukrecruitment@capitalone.com  All information will be kept confidential and will only be used for the purpose of applying a reasonable adjustment.

Who We Are

At Capital One, we're building a leading information-based technology company. Still founder-led by Chairman and Chief Executive Officer Richard Fairbank, Capital One is on a mission to help our customers succeed by bringing ingenuity, simplicity, and humanity to banking. We measure our efforts by the success our customers enjoy and the advocacy they exhibit. We are succeeding because they are succeeding.

Guided by our shared values, we thrive in an environment where collaboration and openness are valued. We believe that innovation is powered by perspective and that teamwork and respect for each other lead to superior results. We elevate each other and obsess about doing the right thing. Our associates serve with humility and a deep respect for their responsibility in helping our customers achieve their goals and realize their dreams. Together, we are on a quest to change banking for good.