Job DescriptionReporting 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.
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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.
- 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 InformationWhat 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!
