SAP IS-U Customer Service Delivery Lead

EY; Palo Alto (CA); On-site; USD 178,000 - 297,000; Full time

Benefits offered by this job

Med and dental coverage

Pension and 401(k)

Generous paid time off

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 model, translate complex requirements, and ensure alignment across journeys and channels.

You will lead functional teams, drive solution quality, and coordinate with business, technical, digital and program stakeholders to achieve deployment readiness and stable operations.

Qualifications

• Bachelor’s degree required.
• 4–6 years SAP IS-U or SAP Utilities experience.
• 3+ years leading a functional workstream or team.
• Experience owning SAP IS-U Customer Service solution design.
• Experience delivering customer processes across multiple SAP IS-U functions.
• Experience with SAP Service Cloud v1 and v2.

Responsibilities

• Own the SAP IS-U Customer Service workstream from design to deployment and stabilization.
• Define target customer service design across maintenance, service requests, move events, communications and SL controls.
• Lead requirements gathering, fit-gap assessments, workshops and design governance.
• Drive cross-functional design and integration with Billing, FI-CA, Device Management and more.
• Define data ownership principles across SAP IS-U and customer-facing platforms.
• Lead end-to-end customer journeys and service processes across channels.
• Coach functional consultants and coordinate with vendor teams.

Skills

SAP IS-U

Leadership

Requirements gathering

Cross-functional collaboration

Problem solving

Education

Bachelor's degree

Tools

SAP Service Cloud

CRM integration

Data conversion

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 model, translate complex requirements, and ensure alignment across journeys and channels.

You will lead functional teams, drive solution quality, and coordinate with business, technical, digital and program stakeholders to achieve deployment readiness and stable operations.