Job Description

XPT Software Australia Pty Ltd | Contract

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IBM Case Manager / FileNet - Delivery Management

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Sydney, Australia | Posted on 07/10/2026

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- XPT SoftwareAustralia PTY Ltd, incorporated in 2016, is a Software Services company
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- XPT works with topclients across Australia in Banking, Insurance, Telecom,Retail, Energy, Mining and Manufacturingdomains.
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- We have 120+technocrats in Australia working at our clientlocations.
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- XPT SoftwareAustralia is part of group companies which has globalpresence across India & Europe.
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- We have served100+ clients globally, fulfilling their onsite-offshoreneeds.
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Job Description

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IBM Case Manager / Service Delivery Management

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Key Responsibilities

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Service Delivery & Support Management

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- Lead and manage the Front-End L3 Support team supporting IBM FileNet, Case Manager, and BAW applications.
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- Ensure adherence to SLA, OLA, and business commitments for incident, problem, and service request management.
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- Drive operational excellence through proactive monitoring, RCA analysis, trend identification, and service improvements.
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- Manage application availability, performance, reliability, and production support activities.
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- Coordinate with infrastructure, application development, database, security, and business teams for issue resolution.
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- Ensure effective transition of new releases and enhancements into production support.
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IBM Platform Management

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• Provide leadership and oversight for:

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o IBM FileNet Content Manager

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o IBM Case Manager

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o IBM Business Automation Workflow (BAW)

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o Business Process Management (BPM) solutions

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- Support workflow automation, document management,



case management, and business process optimization initiatives.
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- Coordinate with architecture and engineering teams on platform enhancements and modernization programs.
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Incident, Problem & Change Management

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- Lead Major Incident Management and critical production issue resolution.
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- Facilitate root cause analysis and corrective/preventive action planning.
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- Own problem management process to minimize recurring incidents.
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- Review and approve production changes ensuring minimal business impact.
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- Support change advisory boards (CAB) and release governance processes.
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KPI, Reporting & Governance

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• Define, monitor, and report key service delivery metrics, including:

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o SLA Compliance

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o Incident Resolution Time

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o MTTR (Mean Time to Resolve)

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o Availability Metrics

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o Customer Satisfaction

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o Release Success Rate

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- Prepare executive dashboards and operational reports for senior management.
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- Present service reviews and performance updates to business and technology stakeholders.
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- Identify opportunities for automation and efficiency improvements.
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- Serve as the primary point of contact for business and technology stakeholders.
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- Build and maintain strong relationships with customer leadership teams.
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- Manage vendor and partner engagements to ensure delivery expectations are met.
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- Drive governance forums including operational reviews, service reviews, escalation meetings, and executive steering committees.
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- Promote DevSecOps practices across support and delivery teams.
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- Collaborate with development, QA, security, and operations teams to improve deployment quality and speed.
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- Support CI/CD pipeline adoption and operational readiness processes.
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- Ensure security, compliance, and audit requirements are embedded into delivery and support workflows.
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- Drive automation initiatives to reduce manual effort and improve service quality.
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Release & Quality Governance

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- Lead release readiness reviews and production deployment planning.
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- Establish release quality gates and support go/no-go decision-making.
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- Coordinate testing, validation, and production acceptance activities.
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- Ensure robust risk management and mitigation planning across releases.
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- Track release performance and identify opportunities for continuous improvement.
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Minimum Years of Experience 7 Years

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Required Skills & Experience

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Solid experience with:

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IBM FileNet

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IBM Case Manager

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IBM Business Automation Workflow (BAW)

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IBM BPM / ECM Platforms

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Production Support and Application Management expertise.

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ITIL-based Incident, Problem, Change, and Service Management practices.

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Monitoring, troubleshooting, and performance management experience.

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Exposure to DevSecOps, CI/CD pipelines, and Agile delivery models.

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Knowledge of enterprise architecture and application lifecycle management.

📌 Delivery Lead - IBM FileNet & Case Manager (New South Wales)
🏢 Xpt Software Australia
📍 New South Wales