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Director, Defence Industrial Cooperation & Offset Programs
Thales
Ottawa, ON
- Full-time
The Director, Defence Industrial Cooperation & Offset Programs is a leadership role responsible for driving the strategic direction of Thales Canada’s Offset and Industrial Participation…
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Coordonnateur(trice) exécutif et administratif / Executive & Administrative Coordinator
MSD
Kirkland, QC
- Full-time
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Vice-président(e), Marketing & Billetterie – Spectacles internationaux et Amériques | Vice President Marketing & Ticketing – International & Americas Shows
Cirque du Soleil Entertainment Group
Montreal, QC
- Full-time
Collaborer avec les Opérations billetterie concernant l’inventaire, la distribution, la répartition des canaux de vente et les standards opérationnels;
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Sr. Director, Application Development & Quality Assurance
CIBC
Toronto, ON
- Full-time
As the Senior Director, Application Development & QA for ASG, you will be a hands-on, strategic leader responsible for driving innovation and operational excellence in payment technologies.…
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Strategic Procurement Performance Analyst
Air Canada
Dorval, QC
- Full-time
Reporting to the Director, SP - Inflight Catering & Product, this position is responsible for: managing monthly reconciliation and financial performance against established agreements(s);…
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Director, Technology Delivery
The Canada Life Assurance Company
Winnipeg, MB · Toronto, ON
This is a leadership role spanning technology strategy, portfolio delivery, modernisation, operations and people. The Director will partner with business and technology leaders to shape…
Added 18 mins ago
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Director, Business Operations and Risk Management
Fairstone Bank
Toronto, ON · Montreal, QC
- Full-time
The Director, Business Operations & Risk Management is a strategic leadership role responsible for driving business execution, governance, operating effectiveness, and first-line risk…
Added 18 mins ago
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Director, Pharmacy Experience and Transformation
Shoppers Drug Mart
Toronto, ON
- Full-time
Reporting directly to the Senior Director, Enterprise Pharmacy Operations and Clinical Excellence, you will lead strategic projects that will help shape the future of pharmacy practice at…
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Director, International Business Transformation & Strategy Execution (flexible location)
B&R Industrial Automation GmbH
Montreal, QC · Saint-Laurent, Quebec, Canada
- Full-time
This Director role is a strategic transformation position within ABB's NEMA International division, reporting to the EVP International Sales. The role is pivotal in building a scalable…
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Technology Strategy & Transformation Senior Manager
Accenture
Toronto, ON · Montreal, QC
- Full-time
…data-driven technology strategies to transform their business operations or business model so they can exceed their strategic, financial, and operational goals. You are a curious leader who…
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Operations Supervisor - Event Facilities Services
Dexterra
Halifax, NS
- Full-time
…will work closely with the Event Services Coordinator, Site Director, and venue operations teams to ensure the facility remains clean, safe, and…
Added 34 mins ago
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Manager, Risk Management (Environment)
University of Ottawa
Ottawa, ON
- Full-time
Reporting to the Director, provides leadership for the development, management, and implementation of strategic and operational risk management initiatives in alignment with the strategic…
Added 34 mins ago
UO
Director, Program Design and Delivery
University of Ottawa
Ottawa, ON
- Full-time
Reporting to the Executive Director, the Director, Program Design and Delivery holds a strategic mandate in advancing the quality, performance, innovation, governance, sustainability, and…
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Health & Safety Advisor
Factors Group of Nutritional Companies
Kelowna, BC
Reporting to the Director, Health and Safety, the Site Health & Safety Advisor plays a key role in supporting occupational health and safety programs across our Kelowna operations.
Added 48 mins ago
Director, Finance
BC Pavilion Corporation (owner and operator of BC Place and Vancouver Convention Centre)
Vancouver, BC
Reporting to the Chief Financial Officer, the Director, Finance of BC Place is an experienced business and people leader responsible for providing financial oversight, direction, and…
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TS
Behaviour specialist
The Salvation Army Canada and Bermuda Territory
Toronto, ON · Broadview Village
- Full-time
Provide advice and support to any programs within Broadview Village and/or with external partners as directed by the Director of Quality, Risk and Education
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D
Operations Supervisor - Event Facilities Services
Dexterra
Halifax, NS
- Full-time
…will work closely with the Event Services Coordinator, Site Director, and venue operations teams to ensure the facility remains clean, safe, and…
Added 48 mins ago
CC
Accounting Manager
CRH Canada
Concord, ON
- Full-time
The Accounting Manager reports to the Director of Finance and shares responsibility for all areas relating to financial reporting. This position includes general ledger preparation,…
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Junior Cyber Incident Response Analyst
Hootsuite
Toronto, ON
- Full-time
…Vancouver or Toronto. In this role, you will report to the Director, Information…
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Director of Research & Development and Quality Assurance
Proforce Personnel
Cambridge, ON
- Full-time
The Director will contribute to business strategy, support organizational growth, and ensure the technical functions have the people, resources, processes, and capabilities required to…
Added 48 mins ago
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Junior Cyber Incident Response Analyst
Hootsuite
Vancouver, BC
- Full-time
…Vancouver or Toronto. In this role, you will report to the Director, Information…
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Junior Cyber Incident Response Analyst
Hootsuite
Ottawa, ON
- Full-time
…Vancouver or Toronto. In this role, you will report to the Director, Information…
Added 1 hour ago
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Manager, Clinical Contracts
Extendicare
Markham, ON · SGP (Steeles Ave.)
- Full-time
Reporting to the Director of Procurement, the Manager of Clinical Contracts is responsible for managing the full contract lifecycle, supporting supplier negotiations, monitoring contractual…
Added 1 hour ago
Superintendent Park Board
City of Vancouver
Vancouver, BC
The Superintendent is responsible for managing the day-to-day operations and maintenance of Urban Forestry Services in Stanley Park and managing seasonal staffing levels to suit emerging…
Added 1 hour ago
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Lead Structural Naval Architect
Seaspan
Victoria, BC
- Full-time
…repair and conversion projects. Reporting to the Engineering Director, this role collaborates closely with engineering, operations, production, customers, classification societies, and…

Talan

Customer Evolution Manager, SAP AMS

Toronto, ON, Canada
Montreal, QC, Canada

$140,000 to $200,000 CAD / year · Full-time

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Job details

Pay: $140,000 to $200,000 CAD / year
Job type: Full-time
Posting language: English
Posted: Oct 29, 2026

Original job description

Company Description

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

Job Description

Reporting to the Principal Director, SAP AMS, 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 through a structured and repeatable approach to client governance and account evolution. You establish an account baseline, agree on measurable objectives with the client, build an evolution roadmap, and rigorously track outcomes 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.

Your mission consists of:

Customer orientation and partnership
- 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.
- Establish and lead a structured governance model for each account, including a defined cadence of operational meetings, service reviews, and executive reviews, with clear mechanisms to track decisions, risks, commitments, outcomes, and Evolution opportunities.
- 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.
- Develop and maintain an integrated account plan connecting the client’s business priorities, service health, risks, contractual commitments, improvement backlog, SAP roadmap, and Evolution opportunities.
Operational excellence
- 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.
Consultative intelligence
- Assess each account’s maturity against a documented baseline, agree with the client on measurable objectives and indicators, and execute a structured evolution plan that moves the account from stabilization toward continuous improvement and value creation.
- Build, prioritize, and actively manage a documented improvement backlog with the client, covering automation, recurring incident elimination, process simplification, clean-core alignment, and adoption gaps. For each initiative, define the expected value, ownership, dependencies, timeline, success criteria, and next actions.
- Define and monitor indicators covering service performance, client experience, pain-point reduction, solution adoption, value delivered, and progress against Evolution initiatives; use those results to adjust priorities and demonstrate measurable progress.
- Identify Evolution needs through service data, governance discussions, and the client roadmap. Structure and qualify each opportunity by defining the business problem, expected value, stakeholders, urgency, preliminary scope, and next steps, then collaborate with Sales and Customer Solution teams through a clear opportunity handoff.
Leadership, vision and initiative
- 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.
Knowledge sharing
- 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.

Qualifications

SAP and ERP experience: 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.
Account management and governance: Demonstrated experience owning client relationships at the operational and management levels, including running governance, handling escalations, supporting renewals, and developing accounts.
Client evolution methodology: Demonstrated experience applying a structured and repeatable approach to assess account maturity, establish governance, build and prioritize an improvement backlog, translate client priorities into measurable action plans, and track outcomes.
Service management: 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.
Financial and resource management: Experience managing delivery budgets, margin, and multidisciplinary consultant teams, including workload allocation and staffing decisions.
Leadership: Experience coaching and developing consultants, including feedback, performance management, and skills development.
Education: Bachelor’s degree required; a degree in Information Technology or a related field is preferred.
Conditions: Canada-based remote role; occasional travel across North America, typically under 15% of working time.
Communication: Good oral and written communication skills, in English, to communicate with clients located across North America.

Assets

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.

Additional Information

What about the advantages of joining us?

Aside from joining a professional and dynamic team, you will be entitled to our compensation plan and various other benefits, such as the opportunity to be part of a talented team.

All that you deserve and more:

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.

If this opportunity speaks to you, apply today!

Talan offers competitive salaries and equal opportunities for all. If you are motivated to take on stimulating challenges and meet the requirements, send us your resume now!

Please note that we will only communicate with candidates selected for an interview. For the purposes of this job offer, the feminine and masculine genders designate indistinctly the staff of both sexes and do not establish any distinction based on sex. Talan is committed to employment equity.

Contract Type: Permanent contract

Compensation: CAD 140000 - CAD 200000 - yearly

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More about this job

Responsibilities

The Customer Evolution Manager acts as the primary point of accountability for a portfolio of SAP clients, overseeing service health, commercial performance, and continuous value operations. They lead governance, manage delivery teams, and drive the client roadmap through structured improvement backlogs and AI-enabled service delivery.

Requirements

Candidates must have at least seven years of relevant ERP experience, including significant SAP Application Management Services delivery and account management expertise. A bachelor's degree is required, along with strong command of ITIL practices and experience managing multidisciplinary teams.

Skills

SAP AMS
Account management
Governance
SAP S/4HANA
Service level management
ITIL
Project management
Budget management
Resource management
Strategic planning
Consulting
AI-enabled delivery
Knowledge management
Change management
Incident management

Benefits

Professional development
Profit sharing
Health and well-being insurance
Deferred profit-sharing regime
Flexible work in hybrid mode
Public transit allowance
Cell phone allowance
Employer RRSP contribution

Visa sponsorship

Not detected in the job text

Keywords

SAP
AMS
ERP
S/4HANA
ITIL
Governance
Account Management
Continuous Improvement
Cloud ALM
Solution Manager
AI
Joule
Consulting
Service Level Agreement
SLA
SLO
Change Management
Incident Management
Problem Management
Business Transformation
Data & AI
Managed Services
Release Readiness
Preventive Maintenance
Stakeholder Management
Roadmap Planning
Financial Management
Team Leadership
Knowledge Base
Client Retention

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