Senior SAP ERP specialist designing and deploying logistics solutions for Arc’teryx, an outdoor apparel company. Improving distribution, transportation, and warehouse business processes.
About the role
- Customer Evolution Manager overseeing client relationships, service health, and SAP AMS operations at Talan, an international Data and AI transformation consultancy. Driving continuous improvement, governance, and account growth.
Responsibilities
- Act as the primary point of contact and trusted advisor for assigned SAP clients
- Own client relationships, service health, and commercial account performance across RUN operations and Evolution initiatives
- Understand client business drivers, operating calendars, and roadmaps
- Support renewals, satisfaction, and retention by monitoring contract terms, scope evolution, and consumption
- Lead daily delivery by planning activities, assigning tickets, coordinating resources, and resolving issues to meet SLA and SLO commitments
- Oversee monitoring, preventive maintenance, SAP S/4HANA Cloud release readiness, and priority incident management
- Conduct post-incident reviews and ensure root-cause follow-through
- Govern services through meetings, performance reporting, and management of risks, escalations, quality, budgets, invoicing, and margin
- Move accounts from stabilization toward continuous improvement using the Continuous Value Operations model
- Maintain an improvement backlog covering automation, recurring incident elimination, process simplification, clean-core alignment, and adoption gaps
- Identify and qualify Evolution and consulting opportunities and provide business context to Sales and Customer Solution teams
- Coach and develop consultants assigned to the portfolio
- Adjust workload, participate in staffing decisions, and support service continuity through skills development, knowledge transfer, and succession planning
- Lead new-client transitions into AMS after go-live, including knowledge transfer, hypercare handover, and steady-state governance
- Establish and maintain structured client knowledge bases covering technology landscapes, processes, custom developments, incidents, procedures, governance, and release history
- Embed documentation into workflows and ensure significant incidents and changes update the knowledge base before closure
- Use Talan’s AI delivery tools daily, drive adoption, contribute cases, prompts, and improvement ideas, and stay current on SAP capabilities including Joule
Requirements
- At least seven (7) years of relevant ERP experience, including significant SAP delivery exposure
- Proven experience in SAP Application Management Services, managed services, or a comparable ongoing delivery environment
- Demonstrated experience owning client relationships at operational and management levels
- Experience running governance, handling escalations, supporting renewals, and developing accounts
- Strong command of ITIL-aligned incident, problem, and change management practices and SLA governance
- Working knowledge of SAP S/4HANA
- Familiarity with RISE with SAP and GROW with SAP delivery models
- Experience managing delivery budgets, margin, and multidisciplinary consultant teams
- Experience with workload allocation and staffing decisions
- Experience coaching and developing consultants, including feedback, performance management, and skills development
- Bachelor’s degree required; Information Technology or related field preferred
- Good oral and written communication skills in English
- Canada-based work eligibility/location
- Occasional travel across North America, typically under 15% of working time
- Experience serving Canadian mid-market clients, particularly in consumer packaged goods, retail, metals, or mining is an asset
- Experience transitioning clients from SAP S/4HANA go-live into steady-state AMS 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 comparable platforms 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
- Profit sharing
- Health & well-being insurance on your first day
- RPDP, Deferred Profit-Sharing Regime
- Flexible work in hybrid mode
- Allowance for public transit and cell phone
- Generous employer participation to your RRSP
- Equal opportunities and employment equity
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