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Talan

Customer Evolution Manager, SAP AMS

Talan

. Act as the primary point of contact and trusted advisor for assigned SAP clients .

Posted 9/15/2026full-timeRemote • Toronto • CanadaSeniorLeadWebsite

Core Competencies

Role fit
Core Competencies

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Demonstrates extensive experience in SAP Application Management Services, client relationship management, and ITIL-aligned incident management. Proficient in managing delivery budgets, coaching consultants, and ensuring service continuity through effective governance and knowledge management.

Highest-signal resume keywords
SAP Application Management ServicesITIL-Aligned Incident ManagementSAP S/4HANAClient Relationship ManagementCoaching and Developing Consultants

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills
ERP ExperienceGovernance ManagementDelivery Budget ManagementWorkload AllocationPerformance Management
Soft Skills
Oral and Written Communication
Tools & Technologies
SAP Cloud ALMSolution ManagerAI-Enabled Service Delivery
Certifications & Qualifications
ITIL 4 FoundationSAP CertificationPMPPRINCE2
Industry Keywords
SLA GovernanceCanadian Mid-Market ClientsTransitioning ClientsKnowledge ManagementContinuous Improvement

Tech Stack

Tools & technologies
CloudERPPMP

About the role

Key responsibilities & impact
  • Act as the primary point of contact and trusted advisor for assigned SAP clients
  • Own client relationships at operational and management levels and maintain executive sponsor connections
  • Understand client business drivers, operating calendars, and roadmaps
  • Support renewals, satisfaction, and retention by monitoring contract terms, scope evolution, and consumption
  • Prepare renewal evidence and action plans with Sales
  • Lead daily delivery by planning activities, assigning tickets, coordinating resources, and resolving issues
  • Meet SLA and SLO commitments
  • Oversee monitoring, preventive maintenance, SAP S/4HANA Cloud release readiness, and priority incident management
  • Conduct post-incident reviews and root-cause follow-through
  • Govern services through regular meetings and performance reporting
  • Manage risks, escalations, quality, budgets, invoicing, and margin
  • Move accounts from stabilization toward continuous improvement through explicit client objectives
  • Maintain an improvement backlog covering automation, recurring incident elimination, process simplification, clean-core alignment, and adoption gaps
  • Identify and qualify Evolution and consulting opportunities and provide business context to Sales and Customer Solution teams
  • Coach and develop consultants assigned to the portfolio
  • Adjust workload, participate in staffing decisions, and support service continuity through skills development, knowledge transfer, and succession planning
  • Lead new-client transitions into AMS after go-live, including knowledge transfer, hypercare handover, and steady-state governance
  • Establish and maintain structured client knowledge bases
  • Embed documentation into service workflows
  • Use Talan’s AI delivery tools daily, drive adoption, contribute real cases, prompts, and improvement ideas
  • Remain current on relevant SAP capabilities, including Joule

Requirements

What you’ll need
  • At least seven (7) years of relevant ERP experience, including significant SAP delivery exposure
  • Proven experience in SAP Application Management Services, managed services, or a comparable ongoing delivery environment
  • Demonstrated experience owning client relationships at operational and management levels
  • Experience running governance, handling escalations, supporting renewals, and developing accounts
  • Strong command of ITIL-aligned incident, problem, and change management practices
  • SLA governance experience
  • Working knowledge of SAP S/4HANA
  • Familiarity with RISE with SAP and GROW with SAP delivery models
  • Experience managing delivery budgets, margin, and multidisciplinary consultant teams
  • Experience with workload allocation and staffing decisions
  • Experience coaching and developing consultants, including feedback, performance management, and skills development
  • Bachelor’s degree required; a degree in Information Technology or a related field is preferred
  • Good oral and written communication skills in French and English
  • ITIL 4 Foundation or equivalent certification; SAP certification, PMP, PRINCE2, or equivalent certification considered an asset
  • Experience serving Canadian mid-market clients is an asset
  • Experience transitioning clients from SAP S/4HANA go-live into a steady-state AMS model is an asset
  • Hands-on experience with AI-enabled service delivery, structured knowledge management, SAP Cloud ALM, Solution Manager, or comparable platforms is an asset

Benefits

Comp & perks
  • 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
  • Compensation plan
  • Equal opportunities