SAP IS-U Customer Service Lead

EY; Portland (OR); Remote; USD 143,000 - 262,000; Full time

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 and operations solutions. You will own the Customer Service workstream, define the target service model, and ensure alignment across customer journeys, channels, and utility processes.

You will lead functional teams, collaborate with business and vendor stakeholders, and drive solution quality, testing, deployment, and readiness to deliver a superior client experience.

Qualifications

• Bachelor's degree required.
• Typically 4–6 years of SAP IS-U or SAP Utilities experience.
• Experience owning SAP IS-U Customer Service design and delivery.
• Experience delivering customer processes across multiple SAP IS-U functions and channels.
• Experience leading requirements gathering, workshops, functional design, testing, and operational readiness.

Responsibilities

• 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 SLAs.
• 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, and CRM platforms.
• Lead data conversion activities, including data requirements, mapping, and validation for customer service objects.
• Oversee testing strategy and defect resolution across end-to-end customer journeys.

Skills

SAP IS-U

Customer service

Stakeholder management

Solution design

Cross-functional leadership

Regulatory requirements

Education

Bachelor's degree

Tools

SAP Service Cloud

FI-CA

CRM

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 and operations solutions. You will own the Customer Service workstream, define the target service model, and ensure alignment across customer journeys, channels, and utility processes.

You will lead functional teams, collaborate with business and vendor stakeholders, and drive solution quality, testing, deployment, and readiness to deliver a superior client experience.