At a Glance
- Tasks: Drive the creation of new Service Level Objectives and manage service performance.
- Company: Join Capital One, a leader in tech innovation and service quality.
- Benefits: Competitive salary, flexible working options, and opportunities for professional growth.
- Other info: Dynamic role with a focus on continual service improvement and innovative problem-solving.
- Why this job: Make a real impact on service quality while collaborating with diverse teams.
- Qualifications: Experience in tech service management and strong stakeholder communication skills.
The predicted salary is between 40000 - 50000 £ per year.
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 lead 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 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.
Service Quality Management Analyst employer: Capital One
At Capital One, we believe in empowering our employees to make a meaningful impact in their communities. As a Café Ambassador in the Bronx, you'll enjoy a vibrant work culture that prioritises inclusivity and personal growth, alongside a comprehensive benefits package that supports your well-being and career development. Join us to be part of a mission-driven team where your contributions are valued and you can thrive both personally and professionally.
