IBM Case Manager / FileNet - Delivery Management (Sydney)

06 Aug

Recognized

Sydney

06 Aug

Recognized

Sydney

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:

o IBM FileNet Content Manager

o IBM Case Manager

o IBM Business Automation Workflow (BAW)

o Business Process Management (BPM) solutions

o 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:

o SLA Compliance

o Incident Resolution Time

o MTTR (Mean Time to Resolve)

o Availability Metrics

o Defect Leakage

o Backlog Management

o Customer Satisfaction

o 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 solid 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

Strong 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

📌 IBM Case Manager / FileNet - Delivery Management (Sydney)
🏢 Recognized
📍 Sydney

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