SAP IS-U Customer Service Delivery Lead

EY; Irvine (CA); Remote; USD 143,000 - 285,000; Full time

Benefits offered by this job

Medical and dental coverage

Pension and 401(k)

Paid time off

Flexible vacation policy

Disability accommodation

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, translate requirements, and ensure alignment across journeys and channels within utility processes.

You will lead functional teams, collaborate with business, digital, and vendor partners, and drive solution quality from design through go-live and stabilization.

Qualifications

• Bachelor's degree or equivalent experience in a relevant field.
• 4–6 years SAP IS-U or SAP Utilities experience, including 3+ years leading a functional workstream.
• Proven experience owning SAP IS-U Customer Service design and delivery through implementation, testing, deployment, and stabilization.
• Experience delivering customer processes across multiple SAP IS-U functions and connected channels.
• Experience in customer and account maintenance, service requests, move-in/move-out processes, and CRM integrations.
• Experience leading cross-functional and client-facing SAP transformation programs.

Responsibilities

• Own the SAP IS-U Customer Service workstream from design through deployment and stabilization.
• Define target customer service design across maintenance, service requests, and move events.
• Lead requirements, fit-gap assessments, workshops, and design governance for scalable SAP IS-U solutions.
• Drive cross-functional design and integration with Billing, FI-CA, Device Management, and CRM platforms.
• Lead end-to-end testing of customer journeys and ensure operational readiness.

Skills

SAP IS-U Customer Service

Utilities industry knowledge

Leadership

Stakeholder management

Communication

Education

Bachelor's degree

Tools

SAP IS-U

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, translate requirements, and ensure alignment across journeys and channels within utility processes.

You will lead functional teams, collaborate with business, digital, and vendor partners, and drive solution quality from design through go-live and stabilization.