Customer Evolution Manager, SAP AMS

This is a fully remote position, open to applicants in Canada.

📋 Description

• Serve as the main point of contact and trusted advisor for assigned clients.

• Manage client relationships at both operational and management levels while maintaining connections with executive sponsors.

• Establish and lead structured governance for accounts, including operational, service, and executive reviews.

• Understand the business drivers, operating calendars, and roadmaps of clients.

• Assist with renewals, satisfaction, and retention efforts in collaboration with Sales.

• Develop and uphold integrated account plans.

• Organize daily delivery activities, assign tickets, coordinate resources, and address issues to fulfill SLA and SLO commitments.

• Supervise monitoring, preventive maintenance, SAP S/4HANA Cloud release readiness, and manage priority incidents.

• Conduct post-incident reviews and follow through on root-cause analyses.

• Oversee service performance, risks, escalations, quality, budgets, invoicing, and margins.

• Evaluate account maturity, set measurable objectives, and implement structured evolution plans.

• Build and manage improvement backlogs focused on automation, recurring incident reduction, process simplification, clean-core alignment, and adoption gaps.

• Define the value of initiatives, ownership, dependencies, timelines, success criteria, and next steps.

• Monitor service quality, client experience, pain-point reduction, adoption, value delivery, and evolution indicators.

• Identify, qualify, and transition Evolution opportunities to Sales and Customer Solution teams.

• Mentor and develop consultants assigned to the portfolio.

• Adjust workloads, engage in staffing decisions, and support continuity through skills development, knowledge transfer, and succession planning.

• Lead the transition of new clients into AMS post go-live, including knowledge transfer, hypercare handover, and steady-state governance.

• Create and maintain structured client knowledge bases.

• Integrate documentation into workflows and update knowledge bases following significant incidents and changes.

• Utilize Talan’s AI delivery tools on a daily basis, promote adoption, contribute cases and improvement suggestions, and stay informed on SAP capabilities, including Joule.

⛳️ Requirements

• Minimum of seven (7) years of relevant ERP experience, with substantial exposure to SAP delivery.

• Proven background in SAP Application Management Services, managed services, or a similar ongoing delivery environment.

• Demonstrated experience managing client relationships at both operational and management levels.

• Experience in governance, handling escalations, supporting renewals, and developing accounts.

• Proven ability to apply a structured approach to evaluate account maturity, establish governance, create and prioritize an improvement backlog, translate client priorities into measurable action plans, and track results.

• Strong expertise in ITIL-aligned incident, problem, and change management practices along with SLA governance.

• Working knowledge of SAP S/4HANA and familiarity with RISE with SAP and GROW with SAP delivery models.

• Experience overseeing delivery budgets, margins, and managing multidisciplinary consultant teams, including workload allocation and staffing decisions.

• Experience in coaching and developing consultants, including providing feedback, performance management, and skills enhancement.

• A Bachelor’s degree is required.

• Strong oral and written communication skills in English.

• Based in Canada.

• Willingness to travel occasionally across North America, typically less than 15% of working time.

• Experience working with Canadian mid-market clients, especially in consumer packaged goods, retail, or asset-intensive industries like metals and mining, is a plus.

• Experience transitioning clients from SAP S/4HANA go-live to a steady-state AMS model is advantageous.

• Hands-on experience with AI-enabled service delivery, structured knowledge management, and tools such as SAP Cloud ALM, Solution Manager, or a comparable platform is beneficial.

• ITIL 4 Foundation or equivalent certification, SAP certification in an S/4HANA functional or technical area, and certifications such as PMP, PRINCE2, or equivalent are considered assets.

🏝️ Benefits

• Professional development opportunities.

• Profit sharing.

• Health & well-being insurance effective from your first day.

• RPDP, Deferred Profit-Sharing Regime.

• Flexible work arrangements in a hybrid model.

• Allowance for public transit and mobile phone expenses.

• Generous employer contributions to your RRSP.