Systems Integration Manager

About the role

As the Systems Integration Manager, you will own DMD’s customer integration program and the connections between our systems, customers, vendors, and partners. This role is a builder-operator(“planner / doer”) who can set the integration roadmap, manage priorities, build working integrations, and proactively identify opportunities to expand how DMD connects with its customers.

You will serve as the primary liaison between DMD Program Managers, Development teams, and the client throughout the integration lifecycle. You will work directly with customer technical teams to understand their systems and workflows, identify new integration opportunities, and move those opportunities from requirements through design, security, development, testing, deployment, monitoring, support, and continuous improvement.

You will work across platforms such as Service Now, Salesforce Agentforce Service / Service Cloud, Salesforce Field Service, Service Bridge, Microsoft Intune, Power Platform, customer and partner APIs, and other enterprise service, asset, and workflow platforms.

What you’ll do Customer Integration Strategy & Relationships

• Build and maintain the customer integration roadmap based on client needs, business priorities, and growth opportunities.
• Proactively identify opportunities to expand integrations with existing customers and connect DMD more deeply into their systems and workflows.
• Serve as the primary liaison between clients, DMD Program Managers, and Development teams for integration work.
• Work directly with customer technical teams to understand systems, workflows, security requirements, and integration needs.
• Turn business requirements into clear integration plans, priorities, and technical requirements.
• Build strong customer relationships and keep internal and customer teams aligned through planning, testing, launch, and support.

Integration Delivery & Technical Leadership

• Own integration work from discovery and requirements through design, build, testing, deployment, monitoring, and support.
• Translate customer and business requirements into clear technical direction for Development teams.
• Build integrations directly where appropriate and provide technical direction when development resources are involved.
• Work with REST APIs, webhooks, JSON payloads, authentication, workflows, file exchanges, and other integration methods.
• Troubleshoot integration issues across DMD, customer, and partner systems.
• Develop reusable integration patterns and maintain clear documentation for data flows, dependencies, ownership, and support.

Enterprise Platforms

• Build and support integrations involving Service Now;
  Salesforce Agentforce Service / Service Cloud;
  Salesforce Field Service;
  Service Bridge;
  Microsoft Intune;
  Microsoft Power Platform; customer and partner APIs; and enterprise service, asset, ERP, and workflow platforms.
• Strong Power Platform and Service Now experience is preferred, but the ability to understand new systems and integration patterns is more important than experience with every specific platform.

Integration Standards, Security & Data

• Define practical standards for APIs, authentication, data exchange, error handling, monitoring, security, and documentation.
• Work with internal and customer security teams to meet access, privacy, and security requirements.
• Establish clear source-of-truth, mapping, validation, and ownership rules for data moving between systems.
• Ensure integrations are secure, reliable, supportable, and designed for long-term use.

Key Results:

The role will be measured by the following outcomes:

• Customer Integration Growth: Increase the number and depth of production customer integrations.
• Faster Delivery: Reduce the time required to plan, build, test, and launch integrations.
• C…