Customer Evolution Manager, SAP AMS

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

📋 Description

• Serve as the primary liaison and trusted advisor for designated SAP clients.

• Manage client relationships at both operational and management levels while ensuring executive sponsor connections are maintained.

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

• Facilitate renewals, satisfaction, and retention by overseeing contract terms, scope changes, and consumption metrics.

• Collaborate with Sales to prepare renewal documentation and action plans.

• Direct daily service delivery by organizing activities, assigning tickets, coordinating resources, and addressing issues.

• Ensure commitments to SLA and SLO are met.

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

• Conduct post-incident evaluations and follow through on root-cause analysis.

• Manage services through regular meetings and performance reporting.

• Oversee risks, escalations, quality, budgets, invoicing, and margin management.

• Transition accounts from stabilization to continuous improvement based on defined client objectives.

• Maintain a backlog for improvements including automation, elimination of recurring incidents, process simplification, core alignment, and addressing adoption gaps.

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

• Mentor and develop consultants assigned to the portfolio.

• Adjust workloads, engage in staffing decisions, and ensure service 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 governance in steady state.

• Establish and sustain structured client knowledge repositories.

• Integrate documentation into service workflows.

• Utilize Talan’s AI delivery tools on a daily basis, promote adoption, and contribute real cases, prompts, and suggestions for improvement.

• Stay updated on relevant SAP capabilities, including Joule.

⛳️ Requirements

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

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

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

• Experience in governance, managing escalations, supporting renewals, and account development.

• Strong understanding of ITIL-aligned incident, problem, and change management practices.

• Experience in SLA governance.

• Familiarity with SAP S/4HANA.

• Awareness 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 in mentoring and developing consultants, including feedback, performance management, and skill enhancement.

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

• Proficient oral and written communication skills in both French and English.

• ITIL 4 Foundation or equivalent certification; SAP certification, PMP, PRINCE2, or similar certifications are considered advantageous.

• Experience working with Canadian mid-market clients is a plus.

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

• Hands-on experience with AI-enabled service delivery, structured knowledge management, SAP Cloud ALM, Solution Manager, or similar platforms is a valuable asset.

🏝️ Benefits

• Professional development opportunities.

• Profit sharing program.

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

• RPDP, Deferred Profit-Sharing Regime.

• Flexible hybrid work options.

• Allowance for public transportation and mobile phone expenses.

• Generous employer contributions to your RRSP.

• Comprehensive compensation plan.

• Commitment to equal opportunities.