Customer Evolution Manager, SAP AMS

Talan

24d•Remote

About The Position

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

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.

Nice To Haves

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.
A degree in Information Technology or a related field is preferred.

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 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.
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 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.
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.