SAP IS-U Customer Service Delivery Leader

EY; Pittsburgh (Allegheny County); A distancia; USD 143.000 - 262.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Total rewards package

Descripción de la vacante

EY is seeking an SAP IS-U Customer Service Manager in the United States to lead end-to-end design and delivery of SAP IS-U customer service solutions. You will own the Customer Service workstream, define the target service model, and guide functional teams across channels and processes to ensure solution quality and operational readiness.

You will coordinate with business, technical, and vendor teams, drive testing and cutover activities, and shape the future of utility customer operations

Formación

• Bachelor’s degree.
• 4–6 years SAP IS-U or SAP Utilities experience, including substantial expertise in SAP IS-U Customer Service.
• 3+ years leading a functional workstream or team.
• Experience owning SAP IS-U Customer Service solution design and delivery.
• Experience delivering customer processes across multiple SAP IS-U functions and channels.
• Experience integrating SAP IS-U with Billing, CRM or similar platforms.
• Willingness to travel 40–60%.

Responsabilidades

• Own the SAP IS-U Customer Service workstream from design through deployment and stabilization.
• Define target customer service design across maintenance, service requests, move events, communications, and SL controls.
• Lead requirements gathering, fit-gap assessments, and design governance for scalable SAP IS-U solutions.
• Drive cross-functional design and integration across related capabilities and channels.
• Define data-ownership principles across SAP IS-U and customer-facing platforms.
• Lead end-to-end customer journeys and service process design for consistent multi-channel experiences.
• Coordinate data conversion activities and business readiness for customer service objects.
• Develop functional specifications, documentation, and design decisions to ensure quality.
• Coach functional consultants and coordinate cross-workstream collaboration.
• Lead functional testing strategy and defect resolution for end-to-end journeys.
• Manage scope, estimates, risks, and stakeholder decisions with clear options.
• Oversee cutover, training, and go-live stabilization for a smooth transition.
• Build strong client relationships and provide guidance on SAP IS-U Customer Service priorities.

Conocimientos

SAP IS-U CS

Utility operations

Requirements gathering

Cross-functional leadership

Educación

Bachelor's degree

Herramientas

SAP Service Cloud v1

SAP Service Cloud v2

CRM platforms

Descripción del empleo

EY is seeking an SAP IS-U Customer Service Manager in the United States to lead end-to-end design and delivery of SAP IS-U customer service solutions. You will own the Customer Service workstream, define the target service model, and guide functional teams across channels and processes to ensure solution quality and operational readiness.

You will coordinate with business, technical, and vendor teams, drive testing and cutover activities, and shape the future of utility customer operations