Customer Evolution Manager, SAP AMS

🔥 0 minutes ago

🇨🇦 Canada – Remote

💵 $140k - $200k / year

⏰ Full Time

🟠 Senior

🔴 Lead

🖥️ SAP Consultant

👻 Ghost score 1%

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Talan

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2003

💼 Consulting

🏢 Enterprise

☁️ SaaS

💰 Secondary Market on 2020-07

Consulting • Enterprise • SaaS

Talan is a global company specializing in supporting organizations through positive innovation and transformation. With a presence in 18 countries across 5 continents, Talan offers a diverse range of solutions that enhance decision-making, integrate technology into business strategies, and reinvent business models for resilience and operational excellence. Talan excels in data management and governance, AI-powered solutions, cybersecurity, and cloud platforms. By partnering with leading technology providers like Microsoft, SAP, Oracle, and Salesforce, Talan aims to democratize data use and drive low-carbon transitions. The company also focuses on industries such as energy, transport, financial services, and more, providing insights and solutions tailored to the specific needs of these sectors.

📋 Description

• 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 • Establish and lead structured account governance, including operational, service, and executive reviews • Understand client business drivers, operating calendars, and roadmaps • Support renewals, satisfaction, and retention with Sales • Develop and maintain integrated account plans • Plan daily delivery activities, assign tickets, coordinate resources, and resolve 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 root-cause follow-through • Govern service performance, risks, escalations, quality, budgets, invoicing, and margin • Assess account maturity, establish measurable objectives, and execute structured evolution plans • Build and manage improvement backlogs covering automation, recurring incident elimination, process simplification, clean-core alignment, and adoption gaps • Define initiative value, ownership, dependencies, timelines, success criteria, and next actions • Monitor service, client experience, pain-point reduction, adoption, value delivery, and Evolution indicators • Identify, qualify, and hand off Evolution opportunities to Sales and Customer Solution teams • Coach and develop consultants assigned to the portfolio • Adjust workload, participate in staffing decisions, and support 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 workflows and update knowledge bases after significant incidents and changes • Use Talan’s AI delivery tools daily, drive adoption, contribute cases and improvement ideas, and remain current on SAP capabilities including Joule

🎯 Requirements

• 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 • Experience applying a structured approach to assess account maturity, establish governance, build and prioritize an improvement backlog, 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 • Canada-based • Occasional travel across North America, typically under 15% of working time • Experience serving Canadian mid-market clients, particularly in consumer packaged goods, retail, or asset-intensive industries such as metals and 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, structured knowledge management, and tools such as SAP Cloud ALM, Solution Manager, or a comparable platform is an asset • ITIL 4 Foundation or equivalent certification, SAP certification in an S/4HANA functional or technical area, and PMP, PRINCE2, or equivalent certification are assets

🏖️ Benefits

• 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

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