SAP IS-U Customer Service Lead

EY; Chantilly (VA); On-site; USD 150,000 - 240,000; Full time

Job summary

EY in the United States is seeking an SAP IS-U Customer Service Manager to lead end-to-end design and delivery of customer service solutions within utility transformations. You will own the CS workstream and align with stakeholders across business and technology to ensure quality and readiness.

You will guide cross-functional teams, define target service models, manage requirements, testing, cutover, and production readiness, while ensuring seamless journeys across billing, CRM, and digital

Qualifications

• Bachelor's degree required.
• 4–6 years SAP IS-U or SAP Utilities experience.
• Experience leading a functional workstream.
• Proven delivery of SAP IS-U Customer Service solutions.
• Willingness to travel 40–60%.

Responsibilities

• Own SAP IS-U Customer Service workstream from design to deployment and stabilization.
• Define target customer service design across maintenance, moves, communications, and SLAs.
• Lead requirements gathering, fit-gap assessments, and governance.
• Drive cross-functional design with Billing, FI-CA, Device Management, and CRM.
• Lead test strategy, cutover, and operational readiness for customer journeys.
• Coach functional consultants and coordinate vendor teams.
• Build relationships with stakeholders and guide transformation priorities.

Skills

SAP IS-U Customer Service

SAP Service Cloud

Leadership

Requirements gathering

Cross-functional collaboration

Customer operations knowledge

Education

Bachelor's degree

Tools

CRM

FI-CA

Billing integration

SAP S/4HANA

Job description

EY in the United States is seeking an SAP IS-U Customer Service Manager to lead end-to-end design and delivery of customer service solutions within utility transformations. You will own the CS workstream and align with stakeholders across business and technology to ensure quality and readiness.

You will guide cross-functional teams, define target service models, manage requirements, testing, cutover, and production readiness, while ensuring seamless journeys across billing, CRM, and digital