1. Role Overview

The Systems Integration & Improvement Manager is accountable for coordinating, governing and assuring all system, data and workflow integrations required to deliver the DWP Security Guarding and Security Control Centre (SCC) contracts. Guiding and supporting the Account Director and the performance team, this role will provide the technical, operational and performance integrations involving Maximo, Concept, KBR systems, Sentinel+, AMAG, Milestone and other connected platforms. It ensures that workflows, data flows, APIs, reporting structures and commercial mechanisms are fully aligned to contractual requirements and operate reliably day‑to‑day. The postholder acts as the primary escalation and decision-making point between Mitie, DWP, KBR and ISS to maintain service performance, ensure operational readiness, support transition/hypercare, and drive continuous improvement.

2. Key Responsibilities

Systems & Workflow Integration

• Own and manage end‑to‑end integrations across Maximo, Concept, KBR workflows, and optimization of other Mitie Platforms Sentinel+, AMAG and associated systems.
• Lead workflow mapping, CCDS design, job classification logic and data alignment between platforms.
• Drive resolution of integration defects including missing WOs, empty payloads, failed API calls, misrouted problem types and Concept/Maximo mismatches.
• Ensure integration stability for alarms, CCTV, access control, lone worker and reactive/PPM workstreams.

Programme Governance & Delivery

• Represent Mitie at DWP/KBR governance forums including Security Hypercare, SCC Hypercare, Executive Forums and Systems Improvement Workshops.
• Lead SIT, UAT, hypercare, cutover and transition phases for any new deployments.
• Lead operational impact assessments for workflow changes, defects and configuration amendments.
• Ensure risks, issues, dependencies and blockers are identified, owned and driven to resolution.

Commercial & Contractual Alignment

• Support the commercial team with pricing matrices, rate cards, variation requests, SOR structures and commercial assurance.
• Provide impact assessments for contractual changes affecting integrations or workflows.
• Ensure billable/non‑billable logic, problem type routing and service type structures align with DWP/KBR commercial frameworks.

Data Management, Reporting & KPIs

• Oversee design and validation of CAFM KPI, SPI and MI reporting across Guarding and SCC.
• Ensure data quality, system integrity and reporting accuracy through analysis, corrections and governance through the MI and Performance team.
• Drive continuous improvement in reporting structure, data flow and upstream system behaviour.

Stakeholder Management

• Build strong relationships with DWP Digital, KBR technical teams, ISS, SCC Ops, Guarding Ops and Mitie SMEs.
• Provide clear, structured communication on system performance, defects, risks and changes.
• Work collaboratively to challenge and improve workflow design, commercial alignment and system architecture.

Operational & Hypercare Support

• Support SCC and Guarding teams in real‑time problem solving during hypercare and transition.
• Provide leadership during system outages including BCDR invocation and post‑recovery reconciliation.
• Troubleshoot job failures, cancellation logic, incorrect assignments, triage breakdowns and delayed WOs.
• Drive end‑to‑end resolution of live issues through cross‑party coordination.

3. Skills, Experience & Qualifications

Essential

• Strong understanding of CAFM and security system integrations (Maximo, Concept, Sentinel+, AMAG, Milestone).
• Expertise in workflow design, CCDS, API architecture and system assurance.
• Experience working on complex, multi‑stakeholder central government programmes.
• Strong analytical skills with proven data integrity and KPI governance experience.
• Excellent communication and stakeholder engagement capabilities.

Desirable

• Experience in DWP, KBR or other central government estates/security programmes.
• Knowledge of cyber security, data protection, secure environments and official‑sensitive handling.

4. Behaviours (Mitie Values & Behaviours)

• Putting People First – Builds strong relationships across Mitie, DWP and KBR to enable collaborative delivery.
• Going the Extra Mile – Proactively identifies risks, defects and operational impacts before they materialise.
• Delivering the Exceptional, Every Day – Ensures operational stability, high‑quality data and robust system performance.
• Working as One Mitie – Brings together technical, operational and commercial teams to resolve issues quickly.
• Being Accountable – Owns decisions, escalations and outcomes in a fast‑moving, high‑risk environment.

5. Key Measures of Success

• Stability and accuracy of all integrations and data flows.
• Reduction in defects, failed jobs, empty payloads and system disconnects.
• KPI/SPI reporting accuracy and contractual compliance.
• Hypercare closure readiness and transition to BAU.
• Positive feedback from DWP, KBR and internal stakeholders.
• Successful management of commercial, technical and operational risks.