Customer Evolution Manager, SAP AMS

Experience level: mid senior level.

Reporting to the Principal Director, SAP AMS, the Customer Evolution Manager, SAP AMS is the primary point of accountability for a portfolio of Talan SAP clients. The role owns the client relationship as well as service health and commercial account performance across both RUN operations and Evolution initiatives.

You operate Talan’s Continuous Value Operations model through a structured and repeatable approach to client governance and account evolution . You establish an account baseline, agree on measurable objectives with the client, build an evolution roadmap, and rigorously track outcomes to move each engagement from reactive service toward continuous value creation.

You safeguard fast and accurate ticket resolution, system monitoring, release readiness, and service-level attainment while maintaining an improvement backlog, tracking business indicators, and advancing the client roadmap.

You also use AI-enabled delivery tools, drive adoption across the team, and contribute to their improvement.

Your mission consists of

• Customer orientation and partnership
• Act as the primary point of contact and trusted advisor for assigned clients, owning the relationship at the operational and management levels and maintaining an executive sponsor connection on each account.

• Establish and lead a structured governance model for each account, including a defined cadence of operational meetings, service reviews, and executive reviews, with clear mechanisms to track decisions, risks, commitments, outcomes, and Evolution opportunities.

• Understand each client’s business drivers, operating calendar, and roadmap so that service decisions reflect business priorities and not only ticket activity.

• Support renewals, satisfaction, and retention by maintaining visibility into contract terms, scope evolution, and consumption, then preparing the evidence and action plans required with Sales.

• Develop and maintain an integrated account plan connecting the client’s business priorities, service health, risks, contractual commitments, improvement backlog, SAP roadmap, and Evolution opportunities.

• Operational excellence
• 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, including post-incident review and root-cause follow-through.

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

• Consultative intelligence
• Assess each account’s maturity against a documented baseline, agree with the client on measurable objectives and indicators, and execute a structured evolution plan that moves the account from stabilization toward continuous improvement and value creation.

• Build, prioritize, and actively manage a documented improvement backlog with the client, covering automation, recurring incident elimination, process simplification, clean-core alignment, and adoption gaps. For each initiative, define the expected value, ownership, dependencies, timeline, success criteria, and next actions.

• Define and monitor indicators covering service performance, client experience, pain-point reduction, solution adoption, value delivered, and progress against Evolution initiatives; use those results to adjust priorities and demonstrate measurable progress.

• Identify Evolution needs through service data, governance discussions, and the client roadmap. Structure and qualify each opportunity by defining the business problem, expected value, stakeholders, urgency, preliminary scope, and next steps, then collaborate with Sales and Customer Solution teams through a clear opportunity handoff.

• Leadership, vision and initiative
• Coach and develop the consultants assigned to the portfolio by setting clear expectations for quality, responsiveness, client communication, and documentation.

• Adjust workload to client needs, participate in staffing decisions, and support service continuity through skills development, knowledge transfer, and succession planning.

• Lead the transition of new clients into AMS after go-live, including knowledge transfer, hypercare handover, and establishment of steady-state governance.

• Knowledge sharing
• Establish and maintain a structured knowledge base for every client covering the technology landscape, processes, custom developments, known incidents, operating procedures, governance, and release history.

• Embed documentation into service workflows so that significant incidents and changes update the knowledge base before closure and reduce key-person dependency.

• Use Talan’s AI delivery tools daily, drive adoption, contribute real cases, prompts, and improvement ideas, and remain current on relevant SAP capabilities, including Joule.

#LI-SAMLEBEL

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

• Account management and governance: Demonstrated experience owning client relationships at the operational and management levels, including running governance, handling escalations, supporting renewals, and developing accounts.

• Client evolution methodology: Demonstrated experience applying a structured and repeatable approach to assess account maturity, establish governance, build and prioritize an improvement backlog, translate client priorities into measurable action plans, and track outcomes.

• Service management: Strong command of ITIL-aligned incident, problem, and change management practices and SLA governance; working knowledge of SAP S/4HANA and familiarity with RISE with SAP and GROW with SAP delivery models.

• Financial and resource management: Experience managing delivery budgets, margin, and multidisciplinary consultant teams, including workload allocation and staffing decisions.

• Leadership: Experience coaching and developing consultants, including feedback, performance management, and skills development.

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

• Conditions : Canada-based remote role; occasional travel across North America, typically under 15% of working time.

• Communication: Good oral and written communication skills, in English, to communicate with clients located across North America.

Assets

• Experience serving Canadian mid-market clients, particularly in consumer packaged goods, retail, or asset-intensive industries such as metals and mining.

• Experience transitioning clients from an SAP S/4HANA go-live into a steady-state AMS model and maturing an engagement beyond reactive support into continuous improvement.

• Hands-on experience with AI-enabled service delivery, structured knowledge management, and tools such as SAP Cloud ALM, Solution Manager, or a comparable platform.

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

What about the advantages of joining us?

Aside from joining a professional and dynamic team, you will be entitled to our compensation plan and various other benefits, such as the opportunity to be part of a talented team.

All that you deserve and more

• 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.

If this opportunity speaks to you, apply today!

Talan offers competitive salaries and equal opportunities for all. If you are motivated to take on stimulating challenges and meet the requir