SAP IS-U Customer Service Delivery Lead

EY; New York (NY); Remote; USD 143,000 - 297,000; Full time

Job summary

EY seeks an SAP IS-U Customer Service Manager to lead end-to-end SAP IS-U customer service design and delivery in a nationwide US context. You will own the customer service workstream, translate complex requirements into scalable solutions, and collaborate with business, technical, digital, and program stakeholders to drive quality, testing, deployment, and readiness.

You will lead functional teams, align across journeys and channels, and drive data conversion and operational readiness for a

Qualifications

• Bachelor’s degree in a relevant field.
• Typically 4–6 years of SAP IS-U or SAP Utilities experience with leadership of a functional workstream.
• Experience owning SAP IS-U Customer Service solution design and delivery through implementation, testing, deployment, and stabilization.
• Experience designing customer processes across multiple SAP IS-U functions and channels.
• Experience integrating SAP IS-U with Billing, FI-CA, Device Management, Work Management, CRM, web, IVR, and contact centers.

Responsibilities

• Own the SAP IS-U Customer Service workstream, including scope, delivery plans, and operational readiness.
• Define target customer service design across maintenance, service requests, move events, communications, and service-level controls.
• Lead requirements gathering, fit-gap assessments, and design governance for scalable SAP IS-U solutions.
• Drive cross-functional design and integration with Billing, FI-CA, Device Management, Work Management, and SAP Service Cloud.
• Define data-ownership principles across SAP IS-U and customer-facing platforms.
• Lead end-to-end customer journeys and service processes across channels.
• Oversee data conversion activities and ensure business readiness.
• Develop functional specifications, configuration standards, and design decisions.
• Coach functional consultants and coordinate cross-workstream teams.
• Plan testing strategy, conduct end-to-end testing, and manage defects.
• Manage scope, estimates, dependencies, risks, and stakeholder decisions.
• Lead cutover planning, training, and post-go-live stabilization.
• Build trusted client relationships and provide guidance on SAP IS-U capabilities.

Skills

SAP IS-U Customer Service

Utilities industry knowledge

Stakeholder management

Requirements gathering

Functional leadership

SAP Service Cloud

Project management

Cross-functional collaboration

Education

Bachelor’s degree

Tools

SAP Service Cloud

Job description

EY seeks an SAP IS-U Customer Service Manager to lead end-to-end SAP IS-U customer service design and delivery in a nationwide US context. You will own the customer service workstream, translate complex requirements into scalable solutions, and collaborate with business, technical, digital, and program stakeholders to drive quality, testing, deployment, and readiness.

You will lead functional teams, align across journeys and channels, and drive data conversion and operational readiness for a