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 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
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
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