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 robust 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)
🏢 Xpt Software Australia
📍 Sydney