Visteon is advancing mobility through innovative technology solutions that enable a software-defined future. Our state-of-the-art product portfolio merges digital cockpit innovations, advanced displays, AI-enhanced software solutions, and integrated EV architecture solutions. With expertise spanning passenger vehicles, commercial transportation, and two-wheelers, Visteon partners with global automakers to create safer, cleaner, and more connected journeys. Headquartered in Van Buren Township, Michigan, Visteon operates in 17 countries, employing a global network of innovation centers and manufacturing facilities.
Key Accountabilities / How You Will Spend Your Days
Operational Support Leadership
- Own end-to-end SAP AMS operations across all modules (FI/CO, OTC, PTP, EWM, PP/DS, GRC, Master Data, CPI/EDI, Reporting).
- Manage daily service delivery, ensuring incidents, service requests, and small enhancements are handled within SLA.
- Monitor system performance, integration flows, batch jobs, and error queues; ensure quick recovery and proactive prevention.
- Oversee L1, L2, and L3 support teams, including partner resources and internal SME involvement.
Governance & Vendor Management
- Establish strong governance with AMS partner(s), ensuring quality, accountability, and measurable outcomes.
- Conduct weekly/monthly service review meetings, KPIs reporting, workload tracking, and performance escalations.
- Align ticket routing, prioritization, SLA adherence, capacity planning, and knowledge transfer processes.
Continuous Improvement & Stabilization
- Identify recurring issues and lead systemic fixes, not just symptom resolution.
- Drive small enhancements and optimization backlog aligned with business priorities and IT leadership direction.
- Improve process documentation, runbooks, knowledge articles (KBA), and standard operating procedures.
Cross-Functional Engagement
- Partner with CoE leaders, Site Leaders, IT Directors, and central process owners to ensure business continuity and improvement.
- Support change impact analysis, regression testing, authorization updates, and deployment of small enhancements.
- Coordinate with project teams for rollouts, upgrades, and new functionality transition into AMS.
Security, Compliance & Audit Readiness
- Ensure AMS activities comply with ICFR, ITGC, audit findings, and segregation of duties requirements.
- Maintain proper documentation, transport controls, access reviews, and evidence for audit cycles.
Team & Capability Development
- Build, mentor, and grow the internal AMS capability for long-term sustainability.
- Drive knowledge transfer from implementation partners to VISTEON IT team.
- Develop skill matrices, role clarity, onboarding guides, and competency development plans.
Key Performance Indicators
Operational Performance KPIs
- SLA adherence for incident and service request resolution.
- Average ticket resolution time and backlog levels.
- System uptime, job runtime success, and interface reliability.
- Reduction in repeat incidents and functional defects.
Quality & Stability KPIs
- Hypercare performance score for each go-live or rollout transition.
- Number of recurring issues eliminated permanently.
- Regression defects avoided during changes and minor releases.
Financial & Vendor KPIs
- Cost per ticket and optimization of AMS spend.
- Partner performance score (SLA, quality, skill depth, governance adherence).
- Budget adherence for AMS operations and enhancements.
Stakeholder Satisfaction KPIs
- Satisfaction rating from GBPOs, Site Leaders, and business super-users.
- Internal IT satisfaction score on partner performance.
- User experience metrics for system stability and responsiveness.
Capability Building KPIs
- Number of KBAs, SOPs, and runbooks created or updated.
- Internal team capability uplift scores.
- Reduction in dependency on external partners over time.
Key Year One Deliverables
- Establish the Global AMS Model
oDefine operating model (L1L3 roles, escalation flow, ticket routing).
oFinalize governance calendar, SLA matrix, partner responsibilities, and KPIs.
oBuild dashboards for ticket analytics and SLA monitoring.
- Stabilize the Pilot Site (Palmela) Support
oAchieve <5% high-severity reoccurrence rate.
oReduce overall backlog and eliminate recurring warehouse/integration issues.
oResolve SLA leakage across OTC, EWM, Finance, and CPI/EDI flows.
- Enable Smooth Transition from Rollout to AMS
oDefine and standardize hypercare AMS handover criteria.
oPrepare onboarding documentation for Tunisia, Asia, and subsequent sites.
oImplement regression testing framework and release calendar.
- Improve System Reliability & Performance
oEnhance job monitoring, interface monitoring, and error-handling procedures.
oImplement automated monitoring and alerting tools.
oReduce incident volume through root-cause elimination.
- Build Visteon's Internal SAP Support Capability
oTrain internal IT resources on key modules.
oBuild a KBA library, SOPs, troubleshooting guides, and runbooks.
oDevelop competency roadmap for long-term AMS maturity.
- Strengthen Compliance & Audit Readiness
oEnsure ICFR/ITGC compliance for all AMS activities.
oMaintain documentation for SOX, internal audits, and external audits.
Qualification, Experience And Skills
- Bachelor's or master's degree in business management, Information Systems, Engineering, or related field
- 1218 years of SAP experience, including multi-module exposure and AMS leadership roles
- Experience managing global AMS operations across multiple sites and time zones
- Strong understanding of SAP S/4HANA across Finance, Supply Chain, Manufacturing, EWM, PP/DS, OTC, PTP, GRC, Integration (CPI/EDI)
- Proven vendor management expertise and experience leading partner teams
- Solid understanding of ITIL practices, ticket lifecycle, SLAs, and service delivery governance
- Experience collaborating with IT and Business Leaders
- Capability to manage high-pressure operational environments with strict timelines
- Strong communication, leadership, analytical, and problem-solving skills
- Experience with audits, compliance, ICFR, ITGC, and authorization controls
- Ability to work in a global, fast-paced rollout and operations environment
Key Leadership Behaviors
- Lead from the Front: Take ownership of support outcomes and be the first point of escalation.
- Build Strong Teams: Strengthen internal capabilities and partner performance.
- Inspire Change: Drive a proactive, automation-first support culture.
- Lead the Market: Implement industry-leading AMS practices and continuous improvement.
- Critical Thinking: Dissect recurring issues and drive permanent fixes.
- Service Mindset: Focus on business continuity, user experience, and operational excellence.
