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.
