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Talan

Customer Evolution Manager, SAP AMS

Talan

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

Posted 9/15/2026full-timeRemote • Toronto • 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 practices and continuous improvement methodologies. Proficient in managing multidisciplinary teams and delivery budgets while ensuring effective communication with clients across North America.

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

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills
ERP ExperienceIncident ManagementProblem ManagementChange ManagementDelivery Budget ManagementWorkload AllocationContinuous ImprovementKnowledge ManagementAI-Enabled Service DeliveryPerformance Management
Soft Skills
Good Oral CommunicationGood Written Communication
Tools & Technologies
SAP S/4HANASAP Cloud ALMSolution ManagerTalan’s AI Delivery Tools
Certifications & Qualifications
ITIL 4 FoundationSAP Certification in S/4HANAPMPPRINCE2
Industry Keywords
Consumer Packaged GoodsRetailAsset-Intensive IndustriesMetals and Mining

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
  • 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 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 transition 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, and contribute 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 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
  • 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

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