IBM Case Manager / Service Delivery Management
Key Responsibilities
Service Delivery & Support Management
Lead and manage the Front-End L3 Support team supporting IBM FileNet, Case Manager, and BAW applications.
Ensure adherence to SLA, OLA, and business commitments for incident, problem, and service request management.
Drive operational excellence through proactive monitoring, RCA analysis, trend identification, and service improvements.
Manage application availability, performance, reliability, and production support activities.
Coordinate with infrastructure, application development, database, security, and business teams for issue resolution.
Ensure effective transition of new releases and enhancements into production support.
IBM Platform Management
Provide leadership and oversight for:
IBM FileNet Content Manager
IBM Case Manager
IBM Business Automation Workflow (BAW)
Business Process Management (BPM) solutions
Enterprise Content Management (ECM) platforms
Support workflow automation, document management, case management, and business process optimization initiatives.
Coordinate with architecture and engineering teams on platform enhancements and modernization programs.
Incident, Problem & Change Management
Lead Major Incident Management and critical production issue resolution.
Facilitate root cause analysis and corrective/preventive action planning.
Own problem management process to minimize recurring incidents.
Review and approve production changes ensuring minimal business impact.
Support change advisory boards (CAB) and release governance processes.
KPI,



Reporting & Governance
Define, monitor, and report key service delivery metrics, including:
SLA Compliance
Incident Resolution Time
MTTR (Mean Time to Resolve)
Availability Metrics
Defect Leakage
Backlog Management
Customer Satisfaction
Release Success Rate
Prepare executive dashboards and operational reports for senior management.
Present service reviews and performance updates to business and technology stakeholders.
Identify opportunities for automation and efficiency improvements.
Stakeholder & Vendor Management
Serve as the primary point of contact for business and technology stakeholders.
Build and maintain strong relationships with customer leadership teams.
Manage vendor and partner engagements to ensure delivery expectations are met.
Drive governance forums including operational reviews, service reviews, escalation meetings, and executive steering committees.
DevSecOps & Continuous Improvement
Promote DevSecOps practices across support and delivery teams.
Collaborate with development, QA, security, and operations teams to improve deployment quality and speed.
Support CI/CD pipeline adoption and operational readiness processes.
Ensure security, compliance,



and audit requirements are embedded into delivery and support workflows.
Drive automation initiatives to reduce manual effort and improve service quality.
Release & Quality Governance
Lead release readiness reviews and production deployment planning.
Establish release quality gates and support go/no‐go decision‐making.
Coordinate testing, validation, and production acceptance activities.
Ensure robust risk management and mitigation planning across releases.
Track release performance and identify opportunities for continuous improvement.
Minimum Years of Experience
7 Years
Required Skills & Experience
Solid experience with:
IBM FileNet
IBM Case Manager
IBM Business Automation Workflow (BAW)
IBM BPM / ECM Platforms
Production Support and Application Management expertise.
ITIL-based Incident, Problem, Change, and Service Management practices.
Monitoring, troubleshooting, and performance management experience.
Exposure to DevSecOps, CI/CD pipelines, and Agile delivery models.
Knowledge of enterprise architecture and application lifecycle management.
Service Delivery Skills
Service Delivery Governance
SLA and KPI Management
Operational Reporting & Dashboarding
Major Incident Management
Problem Management
Change & Release Management
Vendor Management
Resource Planning
Leadership Skills
Team Leadership and Coaching
Stakeholder Engagement
Executive Communication
Conflict Resolution
Risk Management
Strategic Planning
Customer Relationship Management
#J-*****-Ljbffr

📌 Ibm Case Manager / Filenet - Delivery Management (New South Wales)
🏢 XPT Software
📍 New South Wales