IBM Case Manager / FileNet - Delivery Management

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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
- 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
- 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.
- 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.
- 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.

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📌 IBM Case Manager / FileNet - Delivery Management (Melbourne)
🏢 XPT Software
📍 Melbourne