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 a trusted advisor for designated clients.

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

• Comprehend client business drivers, operating calendars, and strategic roadmaps.

• Support renewals, satisfaction, and retention by overseeing contract terms, scope changes, and usage.

• Collaborate with Sales to prepare evidence and action plans.

• Direct daily service delivery by planning activities, assigning tickets, coordinating resources, and resolving issues to fulfill SLA and SLO commitments.

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

• Conduct post-incident reviews and ensure the follow-through of root-cause analyses.

• Govern services through meetings, performance reporting, and managing risks, escalations, quality, budgets, invoicing, and margins.

• Transition accounts from stabilization to continuous improvement using the Continuous Value Operations model.

• Maintain a backlog of improvements focusing on automation, recurring incident elimination, process simplification, clean-core alignment, and addressing adoption gaps.

• Identify and assess Evolution and consulting opportunities while providing business context to Sales and Customer Solution teams.

• Mentor and develop assigned consultants.

• Adjust workloads, participate in staffing decisions, and support service continuity through skills enhancement, knowledge transfer, and succession planning.

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

• Establish and uphold structured client knowledge bases.

• Integrate documentation into service workflows.

• Utilize Talan’s AI delivery tools daily, promote adoption, and contribute real cases, prompts, and enhancement ideas.

• Stay updated on relevant SAP capabilities, including Joule.

⛳️ Requirements

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

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

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

• Expertise in governance, handling escalations, supporting renewals, and account development.

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

• Working knowledge of SAP S/4HANA.

• Familiarity with RISE with SAP and GROW with SAP delivery models.

• Experience in managing delivery budgets, margins, and multidisciplinary consultant teams.

• Background in workload allocation and staffing decisions.

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

• Bachelor's degree required; a degree in Information Technology or a related field is preferred.

• Based in Canada.

• Proficient oral and written communication skills in English.

• Occasional travel across North America, typically under 15% of working time.

• Experience working with Canadian mid-market clients, especially in consumer packaged goods, retail, metals, or mining is an asset.

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

• Hands-on experience with AI-enabled service delivery and structured knowledge management is an asset.

• Experience with SAP Cloud ALM, Solution Manager, or a similar platform is an asset.

• ITIL 4 Foundation or equivalent certification is an asset.

• SAP certification in an S/4HANA functional or technical area is an asset.

• PMP, PRINCE2, or equivalent certification is an asset.

🏝️ Benefits

• Professional development opportunities.

• Profit sharing.

• Health & well-being insurance starting on 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.

• Comprehensive compensation plan.

• Commitment to equal opportunities.