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About the Role

The Customer Evolution Manager, SAP AMS is accountable for a portfolio of Talan SAP clients, owning the client relationship, service health, and commercial performance for both RUN operations and Evolution initiatives. This role utilizes Talan’s Continuous Value Operations model to drive continuous value creation, ensuring fast ticket resolution, system monitoring, release readiness, and service-level attainment while advancing the client roadmap. The role also involves using AI-enabled delivery tools and contributing to their improvement.

Responsibilities

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.
Understand each client’s business drivers, operating calendar, and roadmap to ensure service decisions align with business priorities.
Support renewals, satisfaction, and retention by maintaining visibility into contract terms, scope evolution, and consumption.
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.
Move each account along the Continuous Value Operations maturity curve 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.
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.
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.

Requirements

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.
Demonstrated experience owning client relationships at the operational and management levels, including running governance, handling escalations, supporting renewals, and developing accounts.
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.
Experience managing delivery budgets, margin, and multidisciplinary consultant teams, including workload allocation and staffing decisions.
Experience coaching and developing consultants, including feedback, performance management, and skills development.
Bachelor’s degree required.
Good oral and written communication skills, in English, to communicate with clients located across North America.

Skills

SAP Application Management Services
Managed services
ITIL-aligned incident management
ITIL-aligned problem management
ITIL-aligned change management
SLA governance
SAP S/4HANA
RISE with SAP
GROW with SAP
AI-enabled delivery tools
Joule
SAP Cloud ALM
Solution Manager

Location

Canada-based remote

Work Type

Remote
Permanent contract

Experience Level

7+ years of relevant ERP experience

Education Level

Bachelor's degree

Salary/Compensations

CAD 140000 - CAD 200000

Benefits

Compensation plan
Opportunity to be part of a talented team
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

About the Company

Talan is an international group that supports clients in their end-to-end Data & AI transformation by combining management consulting with technological expertise.
With over 6,000 employees across five continents, Talan accelerates client transformations through long-term partnerships, creating measurable and sustainable impact.
Talan's 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, Talan's 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.

Equal Opportunity

Talan offers competitive salaries and equal opportunities for all.
Talan is committed to employment equity.