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Service Stability Manager

Job ID R75947 Updated date 05/17/2019 Location Nottingham, England
Nottingham Trent House (95002), United Kingdom, Nottingham, Nottinghamshire

At Capital One, we’re building a leading information-based technology company. Still founder-led by Chairman and Chief Executive Officer Richard Fairbank, Capital One is on a mission to help our customers succeed by bringing ingenuity, simplicity, and humanity to banking. We measure our efforts by the success our customers enjoy and the advocacy they exhibit. We are succeeding because they are succeeding.                                               

Guided by our shared values, we thrive in an environment where collaboration and openness are valued. We believe that innovation is powered by perspective and that teamwork and respect for each other lead to superior results. We elevate each other and obsess about doing the right thing. Our associates serve with humility and a deep respect for their responsibility in helping our customers achieve their goals and realize their dreams. Together, we are on a quest to change banking for good.

Service Stability Manager

Specific responsibilities include

  • First and foremost, you will lead.  People leadership is a crucial aspect of the role, helping your team to deliver exceptional Service outcomes through effective coaching and development

  • UK Technology Operations Centre -  Leading our UK Incident and Problem Management functions, providing Major Incident management cover 24*7, 365 days a year, managing clear and timely communications to the Technology Operations leadership team

  • Driving a continued focus on Process evolution alongside a visible risk and control management framework for your team

  • Support the continued development of our Capacity Management capability, broadening the scope and helping drive innovative solutions as we move along our journey of adopting Cloud technologies for our Services

  • Effective Service Catalogue maintenance and continued evolution of our Service Reporting output

  • Foster and promote strong collaboration within the team, wider IT function and the broader business.  Build strong and persistent relationships with US Enterprise teams, helping realise the benefits of Enterprise tool and process adoption where appropriate

Experience/Skills required

  • A proven track record in leading the operational performance of Service Management teams, preferably in the Financial Services industry

  • Demonstrate experience in a people leadership role

  • A proven track record in process development, along with strong risk and control management skills

  • A strong background in Major Incident Management and Problem Management

  • ITIL V3 Foundation qualification as a minimum.  Preferably with accreditation in ITIL Service Operation (Lifecycle module) or Operational Support and Analysis (Capability module)

  • You will be managing multiple processes and service improvement initiatives.  The ability to prioritise, engage your team and deliver value across all of these areas will require excellent communication skills and innovative thinking

What's in it for you:

  • We offer high performers strong and diverse career progression, investing heavily in developing great people through our Capital One University training programmes (and appropriate external providers)

  • Immediate access to our core benefits including pension scheme, bonus, generous holiday entitlement and private medical insurance – with flexible benefits available including season-ticket loans, cycle to work scheme and enhanced parental leave

  • Open-plan workspaces and facilities designed to inspire and support you. Our Nottingham head-office has a fully-serviced gym, subsidised restaurant, mindfulness and music rooms. In London, you can heighten your mood with a run on our rooftop running track or an espresso at the Workshop Coffee café

  • Find out more through our UK careers site ( or by exploring the @IAmCapitalOne Twitter tag.

Capital One is committed to diversity in the workplace. 

Capital One is committed to diversity in the workplace.

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Capital One Financial is made up of several different entities. Please note that any position posted in Canada is for Capital One Canada, any position posted in the United Kingdom is for Capital One Europe and any position posted in the Philippines is for Capital One Philippines Service Corp. (COPSSC).