Customer Security Operations Centres


Our industry-leading Customer Security Operations Centres (SOCs) and Crime Centres provide dedicated security centres, focusing on your individual operation, monitoring and responding to risks and threats on a national basis, across your entire portfolio. Having specialist Crime Intelligence Analysts, you can gain valuable insights into crime patterns and trends affecting your business, whether particular locations are targeted more frequently and the nature of incidents that occur on site.

With these powerful insights, our customers are able to improve planning and resource deployment, increasing the efficiency of their solution whilst ensuring that their people, assets and environments are always protected.

Key services provided by our Customer Security Operations Centres;

Risk Based Deployment

Our Customer SOC teams are experts in analysing crime trends and patterns. With detailed insights, our teams provide actionable intelligence to you, enabling your resources to be utilised in the most effective and efficient manner. By understanding which locations are targeted, at what times and in what areas, our teams can provide a detailed picture of potential risks, enabling your resources to be deployed at key times to deter or prevent criminal activity from occurring at your location.

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Risk Based Deployment

Having your resources in the right place, at the right time, can deliver exceptional ROI, meaning your security resources are being used in the most efficient way. Utilising the actionable intelligence can also ensure your solution is kept as cost-effective as possible, with each resource efficiently deployed.

Over time, patterns change, and your dedicated team of experts continually monitor for new patterns and trends to continuously keep your security solution performing to its optimum levels. The insights also identify methods used by persistent offenders, providing detailed intelligence to your teams on site to enable them to effectively prevent and manage the incident.

Professional Monitoring & Live Colleague Support

Our teams are all highly trained experts in CCTV monitoring, understanding the best way to utilise the technology to protect your people, assets and environments. Our dedicated SOCs work in line with your schedule, so you can rest assured that your colleagues have support no matter what hour they are working. Our teams are also specialists in managing situations as they occur, providing key support to your colleagues in the event of an incident, advising them of actions to take, and reassuring them that they will get the support they need.

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Professional Monitoring & Live Colleague Support

Having highly trained professionals monitoring your CCTV solution can ensure your people, assets and environments are as best protected as possible. In addition, our teams have access to additional data sources that ensure your colleagues can be informed of any potential situations and take appropriate action to mitigate any risks to them, or your site.

Having live support, at any hour, offers many colleagues a feeling of comfort, knowing that someone is there to help them in the event of an emergency and provide safety and security.

Emergency Services Liaison & Investigation Support

Our Intelligence Analyst teams have exceptional working relationships with the Police, working collaboratively with law enforcement to deliver critical information regarding incidents to ensure that prosecutions and investigations get the necessary support to be successful.

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Emergency Services Liaison & Investigation Support

Our teams work in conjunction with law enforcement to deliver arrests and prosecutions for customers, to prevent persistent groups or offenders from targeting their locations in future. By providing detailed case files containing all relevant information, our Customer SOCs ensure that law enforcement have all the relevant detailed swiftly, meaning that legal proceedings can go ahead in the most efficient way.

Should the Police need any additional information, our teams are committed to delivering support as quickly as possible to ensure that your customers and colleagues are protected from serial offenders.

How our Customer SOCs use Merlin Protect 24/7

Merlin Protect 24/7 delivers real-time analysis to our Customer SOCs, enabling them to better understand crime trends and more efficiently deploy resources across your portfolio. Having data from Merlin Protect 24/7 enables the teams to see the bigger treat picture and provide actionable intelligence to our customers, enabling them to make more informed decisions about their security.

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All of our Customer SOC teams have an array of skills and experience, from public and private sector intelligence through to exceptional customer service, ensuring that our dedicated customer SOCs are always on hand to support our customers and their colleagues, ensuring a safe environment for all.

Helen Hyman

Head of Retail Intelligence

Award winning Security Operations Manager with a passion for intelligence and Crime Analysis.  Currently running an industry leading Intelligence-led security operations centre for a major high street retailer. Also leading and developing crime & intelligence teams for several other retail clients, acting as a consult and subject matter expert to clients wanting to expand into this field.  10 years’ experience as a Senior Crime and Intelligence Analyst within Policing/Law Enforcement environment.  Member of first Thames Valley Police Talent Management Cohort (by recommendation), due to ‘strategic vision’ and ability to influence, implement and manage key projects.

Key areas of expertise: Intelligence-led deployment of security resources, Critical Incident Response, Project managing implementation of specialist software, developing training and induction programmes for analysts, Strategic and Tactical Analysis, Performance Analysis, and supporting Major Crime and Serious Incident investigations.  Leading data-sharing projects between private and public sector organisations.

Specialist skills: Organised Crime Group Mapping, Complex Network Analysis, Serious and Acquisitive Crime Analysis, Interpretation of Telecoms data, Open-source Intelligence and internet investigation techniques, (with a focus on Activism and Domestic Extremism), GIS mapping, Crime Pattern Analysis, Comparative Case Analysis and Geographic Offender Profiling.

Adam Pennock

Head of Intelligence Delivery

Adam began his career in the Ministry of Defence (MOD) where he worked as a security operations specialist focusing on counter-terrorism.  During his eight years at the MOD he specialised in surveillance, intelligence analysis and operations centre management.  Joining VSG in 2017 prior to it being acquired by Mitie in 2019, Adam has worked in one of our customer focused intelligence hubs progressing to the role of Intelligence Manager.  Adam combines professional experience across the public and private sector as well as the study of an MA in Intelligence and Security to provide the best support possible to the customer.

Daniel Webb

Director of Intelligence

Daniel’s experience and knowledge is taken from a career in security and intelligence.  As a member of the Intelligence Corps, British Army, he specialised across the spectrum of counter-terrorism and counter espionage.  After leaving the military he became a security consultant, working alongside national law and government departments to deliver specialised security advice and guidance as well as managing security transformation projects.  He has been part of Mitie’s Group Risk team for the last two years and he has been a key part of developing the COVID-19 response and recovery strategy.

Barrie Millett

Director of Assurance

Barrie has extensive experience of developing, implementing and operating security and broader resilience strategies across the globe for International organisations such as GE and E.ON.

Barrie started his career as a Royal Marine serving with 40 Commando RM and HQ Commando Forces. In addition to his corporate roles, he has also operated as a Security and Crisis Management consultant across the globe. He has designed and implemented integrated security solutions for a range sectors including, finance, telecommunications, hotels and the critical national infrastructure. An early adopter of convergence having successfully developed an integrated approach to both cyber and physical security programs.

A proven Crisis Manager, having successfully lead corporate response to; terrorist attacks in multiple countries, repatriated personnel from conflict zones, state sponsored and ransomware cyber-attacks, fatalities and violent protestor attacks.

He is also West Midlands Chairman for The Cross-sector Safety and Security Communications – CSSC, and a true advocate of public – private partnership working.

Honorary Life Vice President of ASIS Int UK Chapter.

If you would like to know more about Mitie Global Security Operations, please complete this form and we will contact you.

    Our offices

    Mitie, Level 12, The Shard,
    32 London Bridge Street,
    London SE1 9SG

    Mitie, 650 Pavilion Drive,
    Northampton Business Park,
    Northampton, NN4 7SL

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