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 ..... full job details .....