IT Project Manager Hypercare

About Lockheed Martin's 1LMX Program

Join Lockheed Martin's digital transformation journey as we accelerate the OneLM Mission-Driven Transformation through our 1LMX program. This initiative is reshaping our operations and business processes to better serve our customers with improved cost, quality, and capabilities, while delivering the speed, agility, and insights needed to stay ahead of emerging threats.

To support the 1LMX implementation, the Hypercare team coordinates post-implementation support, including rapid issue resolution, driving adoption, and ensuring effective use of new tools. By offering targeted support, Hypercare will help address challenges, promote user engagement, and maximize the benefits of the 1LMX systems.

What You Will Be Doing as an IT Project Manager Hypercare

As a Hypercare Coordinator, you will be responsible for organizing and overseeing the post-implementation phase of major 1LMX software releases. You will be responsible for coordinating support efforts, monitoring system performance, and collaborating with various teams to resolve customer issues and drive business adoption. Your key responsibilities for this role will include the following:

• Coordination and Communication: Ensuring clear communication and collaboration between business functions and product teams.
• Issue Management: Preparing application teams to handle end-user issues and ensuring escalation paths are in place.
• Monitoring and Reporting: Tracking key metrics like response times, resolution rates, and customer satisfaction to identify areas for improvement.
• Customer Satisfaction: Working to ensure customer satisfaction and a positive experience throughout the hypercare period.
• Stakeholder Management: Managing expectations and ensure all stakeholders are kept informed of progress and potential issues.
• Continuous Improvement: Identifying areas for improvement in hypercare processes and implement changes to optimize support.

Further Information About This Opportunity

This role is fully remote but may require some onsite work to support meetings or customer requirements; preference is for geographical alignment to a major Lockheed Martin Hub. This position will require travel up to 25%.

This role demands flexibility and availability around the major 1LMX releases. You can expect to work more than 40 hours during Hypercare periods and may have meetings outside of typical business hours immediately following a release.

Basic Qualifications

• Experience managing the rollout of enterprise applications, specifically with post-go live support.
• Experience with IT Service Management systems, such as Service Central.
• Experience with data analysis and reporting tools, such as Tableau or Power BI or Excel.
• Experience with project management and Scaled Agile.
• Ability to work flexible hours during Hypercare periods.
• Strong organization and communication.
• Experience prioritizing multiple issues at once.
• Strong analytical and problem-solving skills.
• Experience partnering with business functions to develop action plans and see out their closure.
• Experience with 1LMX Hypercare.

Desired Skills

• Experience with monitoring systems such as Dynatrace.
• Experience with 1LMX systems or the 1LMX program.
• Experience participating in structure improvement activities or root cause analysis events.
• Lean Six Sigma green belt or higher.

Other Important Information

By applying to this job, you are expressing interest in this position and could be considered for other career opportunities where similar skills and requirements have been identified as a match. Should this match be identified you may be contacted for this and future openings.

Ability to work remotely

Full-time Remote Telework: The employee selected for this position will work remotely full time at a location other than a Lockheed Martin designated office/job site. Employees may travel to a Lockheed Martin office for periodic meetings.

Key skills/competency

• Project Management
• Hypercare Support
• Enterprise Applications
• IT Service Management
• Scaled Agile
• Issue Resolution
• Stakeholder Management
• Data Analysis & Reporting
• System Monitoring
• Continuous Improvement