SAP IS-U Customer Service Lead

EY; Tucson (AZ); Remote; USD 143,000 - 262,000; Full time

Benefits offered by this job

Medical and dental coverage

Pension and 401(k) plans

Paid time off options

Job summary

EY is seeking an SAP IS-U Customer Service Manager to lead the end-to-end SAP IS-U customer service workstream for US utilities. You will translate business requirements into scalable SAP IS-U designs and coordinate cross-functional teams across billing, CRM, and digital channels.

This role requires 40-60% travel, strong leadership, and the ability to drive operational readiness from design through deployment.

Qualifications

• Bachelor's degree required.
• Typically 4–6 years SAP IS-U or utilities experience with leadership of a functional workstream.
• Proven experience delivering SAP IS-U Customer Service solutions through full lifecycle.
• Experience integrating SAP IS-U with Billing, CRM, and related channels.

Responsibilities

• Own the SAP IS-U Customer Service workstream across design, delivery, and stabilization.
• Define target service design for customer maintenance, service requests, and communications.
• Lead requirements gathering, design governance, and cross-functional collaboration.
• Drive end-to-end testing, cutover planning, and operational readiness.
• Coach functional consultants and coordinate vendor and integration workstreams.

Skills

SAP IS-U

Customer service leadership

Stakeholder management

Requirements gathering

Education

Bachelor's degree

Tools

SAP Service Cloud

CRM integration

Job description

EY is seeking an SAP IS-U Customer Service Manager to lead the end-to-end SAP IS-U customer service workstream for US utilities. You will translate business requirements into scalable SAP IS-U designs and coordinate cross-functional teams across billing, CRM, and digital channels.

This role requires 40-60% travel, strong leadership, and the ability to drive operational readiness from design through deployment.