AgileGrid Solutions
Service Quality Management Analyst
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About The Company
Capital One is a leading diversified bank that offers a broad array of financial products and services to consumers, small businesses, and commercial clients. Known for its innovative approach to banking, Capital One leverages advanced technology and data analytics to deliver personalized financial solutions and exceptional customer service. The company has established a strong reputation for its commitment to digital transformation, fostering a dynamic workplace that encourages innovation, collaboration, and continuous learning. With a focus on responsible banking and community engagement, Capital One strives to create value for its customers, employees, and stakeholders while maintaining high standards of integrity and operational excellence.
About The Role
We are seeking a Service Quality Management Analyst to join our team at Capital One. This pivotal role involves driving the modernization of Service Level Objectives (SLOs) and establishing robust service quality governance frameworks. The successful candidate will be instrumental in developing and managing SLOs, producing comprehensive service quality reports, and ensuring our technology services and vendor relationships meet or exceed contractual and operational standards. This role requires a proactive individual with a passion for service excellence, capable of building strong relationships across technical and business teams. The analyst will also play a key role in facilitating continual service improvement initiatives, managing risk and documentation, and aligning service objectives with critical business processes.
Qualifications
- Proven experience in service management, ideally within cloud-based environments and modern infrastructure technologies.
- Strong understanding of service level management principles, including SLOs, SLAs, and KPI monitoring.
- Excellent stakeholder management and communication skills, with the ability to translate technical concepts into clear business insights.
- Experience working with cross-functional teams, including technical support, operations, and vendor management.
- Familiarity with ITIL or similar service management frameworks is preferred.
- Demonstrated ability to manage multiple priorities effectively and proactively address issues.
- Curiosity and willingness to explore innovative solutions, including leveraging AI and automation tools.
- Strong organizational skills and attention to detail to maintain accurate documentation and compliance standards.
- Educational background in Information Technology, Computer Science, Business Administration, or a related field is desirable.
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Responsibilities
- Support the SLO Modernisation agenda by creating, verifying, and governing new SLOs to enable real-time service performance monitoring.
- Lead the end-to-end management of SLOs, including overseeing the SLO Failures process to identify root causes and drive continual service improvement through formal problem management.
- Provide consultancy to technology support teams during the negotiation and approval of new or revised Service Level Objectives with key business stakeholders.
- Collaborate closely with the Technology Operations Centre to produce monthly service quality reports, analyze SLO failures, and document remediation activities to ensure continuous improvement.
- Represent Capital One's service performance in management review (MBR) and quarterly business review (QBR) sessions with technology suppliers, ensuring issues are addressed in accordance with contractual obligations.
- Manage documentation, risk assessments, and controls related to the UK Manage Service Levels process to ensure compliance and operational integrity.
- Partner with the Business Process Monitoring team to align SLOs with critical business services, creating mappings and dashboards that support proactive monitoring.
- Maintain an up-to-date and comprehensive Tech Service Catalogue, ensuring accurate representation of all UK technology services and their associated performance metrics.
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Benefits
Capital One offers a competitive benefits package designed to support the well-being and professional growth of our employees. This includes comprehensive health insurance, retirement savings plans, and wellness programs. Employees have access to ongoing training and development opportunities, including certifications and leadership programs, to foster continuous learning. The company promotes a flexible work environment that encourages work-life balance and supports remote working arrangements where applicable. Additionally, Capital One provides various employee assistance programs, paid time off, and recognition initiatives to create a positive and inclusive workplace culture.
Equal Opportunity
Capital One is an equal opportunity employer committed to fostering an inclusive environment for all employees. We do not discriminate based on race, color, religion, sex, national origin, age, disability, sexual orientation, gender identity, or any other protected characteristic. We believe in diversity and inclusion as essential to our success and are dedicated to providing equal employment opportunities to all qualified applicants. We encourage individuals from diverse backgrounds to apply and join our team to help us innovate and grow in a collaborative and respectful setting.
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