At a Glance
- Tasks: Drive service quality improvements and manage performance monitoring for tech services.
- Company: Join a forward-thinking company committed to diversity and innovation.
- Benefits: Competitive salary, flexible working, and opportunities for professional growth.
- Other info: Dynamic role with a focus on continual improvement and innovative practices.
- Why this job: Make a real impact by enhancing service quality and collaborating with diverse teams.
- Qualifications: Experience in tech service management and strong communication skills required.
The predicted salary is between 40000 - 50000 £ per year.
Location: Nottingham, United Kingdom
Responsibilities
- Support the Service Level Objective (SLO) Modernisation agenda by driving the creation and verification of new SLOs for real‑time service performance monitoring.
- Govern end‑to‑end management of SLOs and lead the SLO Failures process to drive Continual Service Improvement (CSI) through formal problem management.
- Provide consultancy to Technology Support teams when agreeing new or changing Service Level Objectives with the business, including obtaining approval from key business stakeholders.
- Produce monthly Service Quality Reporting in coordination with the Technology Operations Centre, documenting and tracking remediation activities.
- Represent Capital One Service Performance in MBR/QBR sessions with key Technology Suppliers, ensuring poor performance and adverse trends are actioned and addressed in line with contractual commitments.
- Manage documentation, risk and controls for the UK Service Levels process.
- Partner with the Business Process Monitoring team to align Service Level Objectives with critical business services and create monitoring dashboards.
- Maintain an up‑to‑date Tech Service Catalogue, ensuring full coverage of UK Technology Services is accurately represented.
Qualifications
- Knowledge of modern cloud‑based application and infrastructure technologies and terminology.
- 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.
- Strong influencing, communication and relationship‑building skills.
- Excellent organisational skills and proactive workload management.
- Experience in Tech Service Management is preferable, though experience managing professional services is acceptable.
- Curiosity and willingness to challenge existing norms, including leveraging AI and innovative ways of working.
EEO Statement: 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 would love to hear from individuals who belong to under‑represented groups, including women, LGBTQ+ community members, and ethnic minorities.
If you require a reasonable adjustment during the recruitment process, please contact ukrecruitment@capitalone.com. All information will be kept confidential and used solely for the purpose of applying a reasonable adjustment.
Service Quality Management Analyst in Nottingham employer: Capital One
At Capital One, we pride ourselves on fostering a dynamic and inclusive work environment in Nottingham, where innovation meets collaboration. As a Service Quality Management Analyst, you'll benefit from our commitment to employee growth through continuous learning opportunities and a culture that encourages curiosity and challenging the status quo. Join us to be part of a team that values diverse perspectives and strives for excellence in service delivery.
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We think this is how you could land Service Quality Management Analyst in Nottingham
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We think you need these skills to ace Service Quality Management Analyst in Nottingham
Some tips for your application 🫡
Highlight Your Analytical Skills:In the business intelligence field, showcasing your analytical skills is a must. Make sure your CV includes relevant experience with data analysis tools, programming languages like SQL or Python, and any projects where you've interpreted complex data sets to drive business decisions.
Showcase Your Business Acumen:Don't just focus on data; show us how you can apply your insights to real-world business problems. Highlight projects where you made a tangible impact on company performance, and be prepared to explain your thought process in your cover letter.
Tailor Your Documents for Us:When applying for a full-time role at Capital One, tailor your CV and cover letter to reflect our organisational goals and strategies. Mention specific tools and methodologies that align with what we do—this shows you’ve done your homework and are genuinely interested in our mission!
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How to prepare for a job interview at Capital One
✨Show off your analytical skills
In a business intelligence role, you're going to need to demonstrate your analytical prowess. Be prepared to discuss specific tools you've used, like SQL, Tableau, or Power BI. Have real-world examples ready where you’ve turned data into actionable insights – this is what makes us shine in interviews!
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✨Portfolio of Projects
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✨Know their business model
Get familiar with Capital One’s business model and recent data-driven decisions. Be prepared to discuss how your skills can specifically support their objectives or challenges. Understanding their landscape shows that you’re not just a data buff, but you’re also genuinely interested in how BI can impact their bottom line.
