SAP AMS Director

Talan Americas

5d•Hybrid

About The Position

Reporting to the SAP Delivery Leader, the SAP AMS Director is a key leader within the SAP delivery organization. You oversee the AMS practice, driving both business growth and operational excellence. In this role, you will act as the entrepreneurial owner of AMS, converting projects into managed services, developing new AMS business, and ensuring high‑quality, autonomous day‑to-day delivery. You bring strong SAP expertise, commercial acumen, and the ability to build trusted client relationships while steering the financial, operational, and strategic direction of the AMS practice.

Requirements

10+ years of SAP AMS or SAP delivery experience, including leadership responsibilities in support operations or managed services.
Strong understanding of SAP support models, ITIL practices, SAP Partner operations, and PCOE requirements.
Proven experience in business development or acquisition of managed services clients (beyond simple renewals or account management).
Demonstrated success managing AMS financials, tooling strategies, escalations, and governance processes.
Track record of operating autonomously, making informed decisions, and driving transformational initiatives with an entrepreneurial mindset.
Bachelor’s degree in IT, Business, or a related field (advanced degree is an asset).
Good oral and written communication skills, in French and English, to communicate with clients located across North America.

Responsibilities

Drive AMS business growth through proactive pipeline development, project‑to‑AMS conversions, and strategic prospecting.
Act as the commercial owner of the AMS service portfolio (service definition, pricing, and positioning).
Lead daily AMS operations with a high degree of autonomy, overseeing ticket dispatch, backlog management, SLO compliance, and escalation handling.
Ensure seamless project‑to‑AMS transitions and enforce operational standards across the delivery team.
Build and maintain trusted executive‑level client relationships with a focus on retention, renewals, and long‑term value creation.
Manage governance activities, including operational reviews, strategic updates, and sensitive client escalations (audits, SAP CIC interactions, etc.).
Directly lead the AMS Functional Team Lead and Customer Care Manager, ensuring clear expectations, talent development, and succession planning.
Foster a culture of accountability, service excellence, collaboration, and continuous improvement.