Sr Manager - SAP AMS

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.