Remote SAP IS-U Customer Service Leader

EY; Toledo (OH); Remote; USD 143,000 - 285,000; Full time

Job summary

EY is seeking an SAP IS-U Customer Service Manager to lead end-to-end design and delivery of SAP IS-U customer service solutions. You will own the Customer Service workstream, define target service models, and guide teams across business, technical, and vendor groups to ensure solution quality and operational readiness.

You will lead cross-functional teams, manage requirements and testing, and drive transformation through complex utility programs, with travel 40–60% as needed.

Qualifications

• Bachelor's degree required or equivalent.
• 4–6 years SAP IS-U experience with customer service focus.
• Experience owning SAP IS-U Customer Service solution design and deployment.
• Travel willingness 40–60% for client engagements.

Responsibilities

• Own the SAP IS-U Customer Service workstream across solution design, delivery, and stabilization.
• Define target service design for customer maintenance, service requests, and communications.
• Lead requirements, fit-gap analyses, design governance, and integration decisions.
• Coordinate with Billing, FI-CA, Device Management, and related platforms for end-to-end solutions.
• Mentor functional consultants and drive testing, cutover, and operational readiness.

Skills

SAP IS-U

Customer service design

Transformation programs

Stakeholder management

Cross-functional leadership

Education

Bachelor's degree

Tools

SAP Service Cloud

CRM systems

Job description

EY is seeking an SAP IS-U Customer Service Manager to lead end-to-end design and delivery of SAP IS-U customer service solutions. You will own the Customer Service workstream, define target service models, and guide teams across business, technical, and vendor groups to ensure solution quality and operational readiness.

You will lead cross-functional teams, manage requirements and testing, and drive transformation through complex utility programs, with travel 40–60% as needed.