Service Design Manager

Capital One; Nottingham; Hybrid; GBP 60,000 - 85,000; Full time

Benefits offered by this job

Pension scheme

Bonus

Private medical insurance

Season-ticket loans

Cycle to work scheme

Enhanced parental leave

Job summary

Capital One in the UK Nottingham area is seeking a Service Transition Consultant to ensure new and changed services land in production reliably, with strong emphasis on operational readiness and observability. The role embeds early in design, working with engineering teams to build for reliability and ongoing improvements.

You’ll partner across SRE, Product Engineering, and Service Operations while shaping the future of Service Transition through process improvements and hands-on tooling

Qualifications

• Strong influencing and communication skills.
• Ability to switch context and apply stakeholder knowledge to problems.
• Experience implementing in live IT infrastructure environments.
• Excellent relationship-building with diverse stakeholders.
• Proven service/support readiness track record in tech environments.
• Comfort operating through ambiguity to reach service-based solutions.
• Basic knowledge of modern app/infrastructure tech and AWS basics.
• Hands-on mindset to learn organisational processes/tools.
• Experience with Agile project management.
• ITIL accreditation or equivalent.

Responsibilities

• Manage and prioritise service requirements from design through completion.
• Consult on supportability, reliability and operational readiness during design phase.
• Define Service Level Objectives for new/changed services and govern standards.
• Map dependencies and operational impact of services end-to-end.
• Improve observability and documentation with engineering to resolve issues early.
• Formulate action plans for service risks and communicate with stakeholders.
• Partner with SRE, Product Engineering, and Service Operations.
• Influence production readiness decisions and go/no-go approvals.
• Act as Change Manager for deployments.
• Contribute to continual improvement of Service Transition processes.
• Drive maturation of the Service Transition process aligned to transformation roadmap.

Skills

Influencing skills

Communication

Stakeholder management

Problem solving

Live IT infra experience

Ambiguity tolerance

AWS knowledge (entry level)

Agile project management

Education

ITIL Foundation V4/V5 accreditation

Tools

Observability tooling

Job description

Nottingham Trent House (95002), United Kingdom, Nottingham, Nottinghamshire

Service Design Manager

About The Role

As a Service Transition Consultant in our UK Service Transition Team no two days will be the same! You’ll partner with our project teams to ensure new and changing services land in production reliably, safely and with the operational foundations to support them. The role is evolving. We’re moving from assessing readiness at the point of go‑live to being actively involved much earlier, embedded in the design phase, hands‑on with the processes and tools that underpin Service Operations, and consulting engineering teams on how to build for reliability from the outset. You’ll also get the opportunity to shape the future of the Service Transition team and the role of Service Transition Consultant through continual improvement initiatives. You will work both independently and as part of a team to be an effective enabler of Capital One’s delivery initiatives.

What You’ll Do

• Manage, track and prioritise service requirements for new/changed services and manage them through to completion
• Partner with project/engineering teams during the design phase to consult on supportability, reliability and operational readiness, influencing outcomes
• Consult project teams on Service Level Objectives for new/changed services, facilitating governance on standards and technicalities while remaining hands‑on with relevant tooling
• Understand new/changed services end‑to‑end to map dependencies, failure points and operational impact.
• Champion and enhance observability and support documentation standards, collaborating with engineering to resolve discrepancies during early development cycles
• Formulate action plans for service risks, generating awareness among stakeholders while maintaining a firm stance on non‑negotiable requirements
• Establish strong partnerships across SRE, Product Engineering, and Service Operations to serve as a vital link between delivery and support
• Manage and influence decisions for service acceptance and production readiness, providing advice and recommendations for go‑no go decisions
• Act as Change Manager for assigned intents, providing final sign off for production deployment
• Contribute to the continual improvement of Service Transition processes and procedures and ensuring these are adhered to by all support project teams including third parties
• Drive the maturation of the Service Transition process in response to our technical transformation roadmap

What We’re Looking For

• You’ll have strong influencing and communication skills
• This role will require a degree of skill in context switching, and the application of stakeholder knowledge to problem solving
• An understanding and experience of implementing into a live IT infrastructure environment
• Excellent at building relationships with a wide variety of stakeholders
• A strong Service/Support Readiness track record in a Tech Service environment
• Comfortable working through ambiguity to reach an agreed, service‑based solution
• A basic knowledge of modern application and infrastructure technologies and terminology, along with entry level understanding of the principles of AWS Cloud technologies.
• A genuine interest in getting hands‑on and growing your depth for organisation processes and tools
• Experience of Agile Project Management methodology
• ITIL Foundation V4/V5 level accreditation infrastructure or equivalent

Where And How You’ll Work

This is a permanent position and is based in our Nottingham office.

• Our hybrid working model offers you the flexibility to work from our offices and from home, when you need to.
• This is a permanent position and will be based in our Nottingham office. We’ve adopted a flexible hybrid working model - one that creates the opportunity to work in your own way, but also provides great spaces for in‑person collaboration. Our core in‑the‑office days are Tuesday to Thursday.
• Many of our associates have flexible working arrangements, and we're open to talking about an arrangement that works for you.

What’s In It For You

• Bring us all this - and you’ll be handsomely rewarded with a role contributing to the product roadmap for an organisation committed to transformation
• We’re continuing our journey into the public cloud and have problems of scale, security, availability and performance for you to help solve
• We love continuous learning and that’s why we give you 10% of your time to work on cutting edge innovative projects that shape the way we will work in the future
• 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

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’d love to hear from you if you identify with a typically under‑represent­ed group in our industry and are particularly keen to hear from women and ethnic minority candidates.

What You Should Know About How We Recruit

We pride ourselves on hiring the best people, not the same people. Building diverse and inclusive teams is the right thing to do and the smart thing to do. We want to work with top talent: whoever you are, whatever you look like, wherever you come from. We know it’s about what you do, not just what you say. That’s why we make our recruitment process fair and accessible. And we offer benefits that attract people at all ages and stages.

We Also Partner With Organisations Including The Women In Finance And Race At Work Charters, Stonewall And UpReach To Find People From Every Walk Of Life And Help Them Thrive With Us. We Have a Whole Host Of Internal Networks And Support Groups You Could Be Involved In, To Name a Few

• REACH – Race Equality and Culture Heritage group focuses on representation, retention and engagement for associates from minority ethnic groups and allies
• OutFront – to provide LGBTQ+ support for all associates
• Mind Your Mind – signposting support and promoting positive mental wellbeing for all
• Women in Tech – promoting an inclusive environment in tech
• EmpowHER - network of female associates and allies focusing on developing future leaders, particularly for female talent in our industry

Capital One is committed to diversity in the workplace.

If you require a reasonable adjustment, please contact [e-mail] All information will be kept confidential and will only be used for the purpose of applying a reasonable adjustment.

For technical support or questions about Capital One's recruiting process, please send an email to [e-mail]

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).

Who We Are

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.