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 clients.

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

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

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

• Direct daily delivery by organizing 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.

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

• Transition accounts from stabilization to continuous improvement aligned with explicit client objectives.

• Maintain a backlog for improvements encompassing automation, elimination of recurring incidents, 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 workloads, participate in staffing decisions, and support 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 operations.

• Establish and maintain organized client knowledge bases.

• Integrate documentation into service workflows.

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

• Stay updated on relevant SAP capabilities, including Joule.

⛳️ Requirements

• A minimum of seven (7) years of relevant ERP experience, with substantial exposure to SAP delivery and proven experience in SAP Application Management Services, managed services, or a similar ongoing delivery environment.

• Proven experience managing client relationships at both operational and management levels, including governance, handling escalations, supporting renewals, and account development.

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

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

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

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

• Bachelor's degree required.

• Strong oral and written communication skills in English to engage with clients across North America.

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

• Experience in transitioning clients from an SAP S/4HANA go-live to a steady-state AMS model and advancing engagements beyond reactive support to continuous improvement.

• Practical experience with AI-enabled service delivery, structured knowledge management, and tools such as SAP Cloud ALM, Solution Manager, or similar platforms.

• ITIL 4 Foundation or equivalent certification; SAP certification in an S/4HANA functional or technical area; PMP, PRINCE2, or equivalent certification is considered an asset.

🏝️ Benefits

• Professional development opportunities.

• Profit sharing.

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

• RPDP, Deferred Profit-Sharing Regime.

• Flexible hybrid work arrangements.

• Allowances for public transit and cell phone expenses.

• Generous employer contributions to your RRSP.