Customer Evolution Manager, SAP AMS

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Customer Evolution Manager, SAP AMS based in Canada.

The Customer Evolution Manager, SAP AMS will oversee a portfolio of client accounts, serving as the primary point of contact and trusted advisor while ensuring strong service delivery and long-term value creation. This role combines strategic account management, operational leadership, and continuous improvement within SAP Application Management Services (AMS). You will lead client governance, monitor service performance, and ensure operational commitments are consistently met. Working closely with clients and internal teams, you will identify opportunities to optimize processes, strengthen SAP environments, and advance digital transformation roadmaps. You will also coach multidisciplinary consultants, support account growth, and promote AI-enabled delivery practices. This is a remote opportunity for an experienced SAP professional who enjoys building lasting partnerships and delivering measurable business outcomes.

• Own relationships across an assigned portfolio of SAP clients, acting as the primary contact and trusted advisor at operational and management levels while maintaining executive-level engagement.

• Establish and lead structured client governance, including operational meetings, service reviews, and executive discussions, ensuring decisions, risks, commitments, and improvement opportunities are clearly documented and tracked.

• Develop integrated account plans that connect client priorities, service performance, contractual commitments, risks, SAP roadmaps, and future evolution opportunities.

• Coordinate daily AMS operations by planning activities, assigning tickets, managing resources, and ensuring timely resolution in line with service-level agreements and objectives.

• Oversee system monitoring, preventive maintenance, SAP S/4HANA Cloud release readiness, priority incident management, and root-cause analysis.

• Monitor service quality, budgets, invoicing, margins, escalations, and contractual scope while supporting client satisfaction, retention, and renewals.

• Assess client maturity, establish measurable improvement objectives, and build structured evolution roadmaps that move engagements beyond reactive support toward continuous value creation.

• Maintain and prioritize improvement backlogs covering automation, recurring incident reduction, process simplification, clean-core alignment, and adoption improvements.

• Track service performance, client experience, solution adoption, pain-point reduction, and value delivered, using indicators to demonstrate progress and refine priorities.

• Identify and qualify new evolution opportunities, define their expected business value and preliminary scope, and coordinate handovers with Sales and Customer Solution teams.

• Coach and develop consultants, set delivery expectations, provide feedback, support staffing decisions, and ensure service continuity through skills development and knowledge transfer.

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

• Build and maintain comprehensive client knowledge bases covering technical environments, processes, custom developments, known incidents, operating procedures, governance, and release history.

• Integrate documentation into service workflows and ensure significant incidents and changes are reflected in the knowledge base.

• Use AI-enabled delivery tools regularly, encourage team adoption, contribute practical use cases and improvement ideas, and stay current with SAP capabilities, including Joule.

Requirements:

• At least 7 years of relevant ERP experience, including substantial SAP delivery exposure and proven experience in SAP Application Management Services, managed services, or a comparable ongoing service environment.

• Demonstrated ability to manage client relationships at operational and management levels, lead governance activities, handle escalations, support renewals, and develop client accounts.

• Experience applying structured account evolution methodologies, including maturity assessments, governance frameworks, improvement backlogs, measurable action plans, and outcome tracking.

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

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

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

• Proven leadership skills, with experience coaching consultants, providing performance feedback, and supporting professional development.

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

• Strong written and verbal communication skills in English, with the ability to work effectively with clients across North America.

• Based in Canada and available for occasional travel across North America, typically representing less than 15% of working time.

• Experience supporting Canadian mid-market clients, particularly in consumer packaged goods, retail, metals, mining, or other asset-intensive industries, is an asset.

• Experience transitioning clients from SAP S/4HANA go-live into steady-state AMS and developing engagements beyond reactive support is an advantage.

• Hands-on familiarity with AI-enabled service delivery, structured knowledge management, and platforms such as SAP Cloud ALM, SAP Solution Manager, or comparable tools is an asset.

• ITIL 4 Foundation or equivalent certification, SAP S/4HANA functional or technical certification, and PMP, PRINCE2, or equivalent project management credentials are considered advantages.

Benefits:

• Competitive compensation package.

• Profit-sharing opportunities.

• Health and well-being insurance coverage starting on the first day.

• Retirement savings support, including a Deferred Profit-Sharing Plan (DPSP) and generous employer contributions to an RRSP.

• Professional development and opportunities to grow expertise and advance your career.

• Flexible remote work arrangement, with occasional North American travel.

• Public transit and mobile phone allowances.

• Opportunity to collaborate with a talented, multidisciplinary team on challenging client engagements.

• Inclusive workplace committed to equal employment opportunities and employment equity.

We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.

We appreciate your interest and wish you the best!

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