Customer Evolution Manager, SAP AMS

Job summary

The Customer Evolution Manager acts as the primary point of contact for SAP AMS clients, overseeing service health, commercial performance, and the continuous value operations model. They are responsible for leading delivery teams, managing client roadmaps, and driving the adoption of AI-enabled tools to ensure operational excellence.

Job details

Company Description Talan is an international group that supports its clients in their end-to-end Data & AI transformation by combining management consulting with technological expertise. With over 6,000 employees across five continents, we accelerate our clients' transformations through long-term partnerships, creating measurable and sustainable impact. Our value proposition is built on a structured innovation ecosystem: 2,500 Data & AI experts, proprietary solutions built on advanced models, and an applied research, experimental development, and innovation laboratory. In Americas, our multidisciplinary teams bring over 30 years of experience helping business leaders across key industries achieve measurable performance and strong ROI, designing, building, and scaling solutions that enable companies to grow more efficiently Job Description 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 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. 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. 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 Move each account along the Continuous Value Operations maturity curve from stabilization to continuous improvement by setting explicit objectives with the client. Maintain an improvement backlog covering automation, recurring incident elimination, process simplification, clean-core alignment, and adoption gaps. Identify and qualify Evolution and consulting opportunities arising from daily service, then provide Sales and Customer Solution teams with the business context required to develop them. 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 Qualifications 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. 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. Additional Information 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 requirements, send us your resume now! Please note that we will only communicate with candidates selected for an interview. For the purposes of this job offer, the feminine and masculine genders designate indistinctly the staff of both sexes and do not establish any distinction based on sex. Talan is committed to employment equity. Contract Type: Permanent contract Compensation: CAD 140000 - CAD 200000 - yearly

What you’ll do

The Customer Evolution Manager acts as the primary point of contact for SAP AMS clients, overseeing service health, commercial performance, and the continuous value operations model. They are responsible for leading delivery teams, managing client roadmaps, and driving the adoption of AI-enabled tools to ensure operational excellence.

Requirements

Candidates must have at least seven years of relevant ERP experience, specifically in SAP delivery and managed services environments. A bachelor's degree is required, along with strong skills in account governance, financial management, and ITIL-aligned service practices.

Benefits

• Professional development
• Profit sharing
• Health and well-being insurance
• Deferred Profit-Sharing Regime
• Flexible work
• Public transit allowance
• Cell phone allowance
• RRSP employer contribution

Listed skills

• Change Management · Preferred
• Incident Management · Preferred
• Account Management · Preferred
• Team Leadership · Preferred
• Client Relationship Management · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• SAP AMS
• Account management
• Service level management
• SAP S/4HANA
• ITIL
• Incident management
• Change management
• Financial management
• Team leadership
• Consulting
• Knowledge management
• AI-enabled delivery
• Client relationship management
• Strategic planning
• Governance
• Business process improvement
• Employment Equity
• Performance Reporting
• Accountability
• Workflow Management
• Follow Through
• Knowledge Transfer
• Planning
• SAP Certification
• Account Management
• Artificial Intelligence
• Applied Research
• Automation
• Management Consulting
• Management
• Change Management
• Communication
• Information Technology
• Fast Moving Consumer Goods
• Continuous Improvement Process
• Performance Management
• English Language
• Executive Sponsor
• Sales
• Leadership
• Incident Management
• Innovation
• ITIL 4
• Invoicing
• Knowledge Management
• Managed Services
• Operational Excellence
• Operations
• Partnership Act
• Project Management Professional Certification

Job areas

• Consulting
• Technology
• Management & Leadership
• Software
• Customer Service & Support
• Customer Manager
• SAP Manager
• Information and Communications Technology Service Managers
• Information Technology Project Managers
• Computer Occupations, All Other

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