Customer Evolution Manager, SAP AMS

Talan

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

Posted 9/17/2026full-timeRemote • CanadaSeniorLead💰 CA$140,000 - CA$200,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates extensive experience in SAP Application Management Services and client relationship management, with a strong focus on ITIL-aligned incident and change management practices. Proven ability to lead multidisciplinary teams, manage delivery budgets, and drive continuous improvement initiatives.

Highest-signal resume keywords

SAP Application Management ServicesClient Relationship ManagementITIL-Aligned Incident ManagementSAP S/4HANACoaching and Developing Consultants

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

ERP ExperienceGovernance ManagementDelivery Budget ManagementWorkload AllocationContinuous Value OperationsIncident ManagementProblem ManagementChange ManagementKnowledge ManagementAI-Enabled Service Delivery

Soft Skills

Good Oral CommunicationGood Written Communication

Tools & Technologies

SAP S/4HANA CloudSAP Cloud ALMSolution ManagerTalan’s AI Delivery Tools

Certifications & Qualifications

ITIL 4 FoundationSAP Certification in S/4HANAPMPPRINCE2

Industry Keywords

Consumer Packaged GoodsRetailMetalsMiningCanadian Mid-Market Clients

Tech Stack

Tools & technologies

CloudERPPMP

About the role

Key responsibilities & impact

Act as the primary point of contact and trusted advisor for assigned 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 evidence and action plans with Sales
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
Conduct post-incident reviews and ensure root-cause follow-through
Govern services through meetings, performance reporting, and management of risks, escalations, quality, budgets, invoicing, and margin
Move accounts from stabilization to continuous improvement using the Continuous Value Operations model
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 assigned consultants
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 and SLA governance
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
Canada-based
Good oral and written communication skills in English
Occasional travel across North America, typically under 15% of working time
Experience serving Canadian mid-market clients, particularly in consumer packaged goods, retail, metals, or mining 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 and structured knowledge management is an asset
Experience with SAP Cloud ALM, Solution Manager, or a comparable platform is an asset
ITIL 4 Foundation or equivalent certification is an asset
SAP certification in an S/4HANA functional or technical area is an asset
PMP, PRINCE2, or equivalent certification 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