Customer Evolution Manager, SAP AMS

Talan

10d•Remote

About The Position

The Customer Evolution Manager, SAP AMS is accountable for a portfolio of Talan SAP clients, owning client relationships, service health, and commercial account performance across RUN operations and Evolution initiatives. Reporting to the Principal Director, SAP AMS, the role applies Talan’s Continuous Value Operations model to establish account baselines, agree on measurable client objectives, create evolution roadmaps, and track outcomes to advance engagements from reactive service toward continuous value creation. The role safeguards ticket resolution, system monitoring, release readiness, and service-level attainment while managing improvement backlogs, business indicators, and client roadmaps. It uses Talan’s AI-enabled delivery tools, promotes their adoption, and contributes to their improvement. The position is Canada-based and remote, with occasional travel across North America, typically under 15% of working time. The job description also describes flexible work in hybrid mode.

Requirements

At least seven 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 operational and management levels, running governance, handling escalations, supporting renewals, and developing accounts.
Demonstrated experience applying a structured, repeatable approach to assess account maturity, establish governance, build and prioritize improvement backlogs, translate client priorities into measurable action plans, and track outcomes.
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 across North America.

Nice To Haves

A degree in Information Technology or a related field.
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 steady-state AMS and maturing engagements 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.

Responsibilities

Serve as the primary point of contact and trusted advisor for assigned clients, owning operational and management-level relationships and maintaining an executive sponsor connection for each account.
Establish and lead structured account governance, including operational meetings, service reviews, executive reviews, and tracking of decisions, risks, commitments, outcomes, and Evolution opportunities.
Understand client business drivers, operating calendars, and roadmaps so service decisions reflect business priorities.
Support renewals, satisfaction, and retention by monitoring contract terms, scope evolution, and consumption, and preparing evidence and action plans with Sales.
Develop and maintain integrated account plans connecting client priorities, service health, risks, contractual commitments, improvement backlogs, SAP roadmaps, and Evolution opportunities.
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 reviews and root-cause follow-through.
Govern services through regular meetings and performance reporting, and manage risks, escalations, quality, budgets, invoicing, and margin transparently.
Assess account maturity against a documented baseline, agree on measurable objectives and indicators with clients, and execute structured evolution plans.
Build, prioritize, and manage documented client improvement backlogs covering automation, recurring incident elimination, process simplification, clean-core alignment, and adoption gaps.
For each improvement initiative, define expected value, ownership, dependencies, timeline, success criteria, and next actions.
Define and monitor indicators for service performance, client experience, pain-point reduction, solution adoption, value delivered, and Evolution progress; use results to adjust priorities and demonstrate progress.
Identify, structure, and qualify Evolution opportunities using service data, governance discussions, and client roadmaps; define business problems, expected value, stakeholders, urgency, preliminary scope, and next steps, then coordinate opportunity handoffs with Sales and Customer Solution teams.
Coach and develop portfolio consultants by setting 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 new-client transitions into AMS after go-live, including knowledge transfer, hypercare handover, and establishment of steady-state governance.
Establish and maintain client knowledge bases covering technology landscapes, processes, custom developments, known incidents, operating procedures, governance, and release history.
Embed documentation in service workflows so significant incidents and changes update the knowledge base before closure and reduce key-person dependency.
Use Talan’s AI delivery tools daily, promote adoption, contribute real cases, prompts, and improvement ideas, and stay current on relevant SAP capabilities, including Joule.