Service Quality Management Analyst

hackajob is collaborating with Capital One to connect them with exceptional professionals for this role.

Job Description

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