Service Quality Management Analyst

Service Quality Management Analyst – Nottingham Trent House

Location: Nottingham, United Kingdom

• 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 M /Q  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.

• 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.

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  All information will be kept confidential and used solely for the purpose of applying a reasonable adjustment.