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 SAP clients.

• Manage client relationships, service health, and commercial account performance across RUN operations and Evolution initiatives.

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

• Enhance renewals, satisfaction, and retention by overseeing contract terms, scope evolution, and consumption monitoring.

• Direct daily 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 thorough follow-up on root causes.

• Manage services through meetings, performance reporting, and oversight of risks, escalations, quality, budgets, invoicing, and margins.

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

• Maintain an improvement backlog that includes automation, recurring incident elimination, process simplification, clean-core alignment, and addressing adoption gaps.

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

• Mentor and develop consultants assigned to the portfolio.

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

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

• Create and sustain structured client knowledge bases that encompass technology landscapes, processes, custom developments, incidents, procedures, governance, and release history.

• Integrate documentation into workflows, ensuring that significant incidents and changes are recorded in the knowledge base before closure.

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

⛳️ Requirements

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

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

• Demonstrated ability to manage client relationships at both operational and management levels.

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

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

• Familiarity with SAP S/4HANA.

• Knowledge of 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 coaching and developing consultants, including providing feedback, performance management, and skills development.

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

• Strong verbal and written communication skills in English.

• Eligibility to work in Canada or based in Canada.

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

• Experience serving Canadian mid-market clients, particularly in the consumer packaged goods, retail, metals, or mining sectors, is an asset.

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

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

• Familiarity with SAP Cloud ALM, Solution Manager, or similar platforms is a plus.

• ITIL 4 Foundation or equivalent certification is desirable.

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

• PMP, PRINCE2, or equivalent certification is advantageous.

🏝️ Benefits

• Opportunities for professional development.

• Profit sharing.

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

• RPDP, Deferred Profit-Sharing Regime.

• Flexible hybrid work arrangements.

• Allowance for public transit and cell phone expenses.

• Generous employer contributions to your RRSP.

• Commitment to equal opportunities and employment equity.