SAP IS-U Customer Service Lead for Utility Transformations

EY; Salt Lake City (UT); On-site; USD 143,000 - 262,000; Full time

Job summary

EY is seeking an SAP IS-U Customer Service Manager to lead the end-to-end design and delivery of SAP IS-U customer service solutions for U.S. utilities clients.

You will own the Customer Service workstream, align target service models, and steer cross-functional teams across business, technical, and program stakeholders. In this role, you will translate complex requirements into scalable SAP IS-U designs, manage integration with Billing, FI-CA, Device Management, and CRM, and ensure operational

Qualifications

• Bachelor’s degree required.
• Typically, 4–6 years SAP IS-U or SAP Utilities experience, including 3+ years leading a functional workstream.
• Experience owning SAP IS-U Customer Service design and delivery through implementation, testing, deployment, and stabilization.
• Experience designing and delivering customer processes across multiple SAP IS-U functions and connected customer channels.
• Experience with SAP Service Cloud v1 and SAP Service Cloud v2.
• Willingness to travel 40–60%.

Responsibilities

• Own the SAP IS-U Customer Service workstream, including scope, decisions, delivery plans and stabilization.
• Define target customer service design across maintenance, service requests and move events.
• Lead requirements, fit-gap assessments, design governance and scalable SAP IS-U solutions.
• Drive cross-functional design and integration with Billing, FI-CA, Device Management and CRM.
• Define data ownership principles across SAP IS-U and customer channels.
• Design end-to-end customer journeys ensuring consistent interactions across channels.
• Lead data conversion activities, including mapping, validation and readiness.
• Develop functional specs, documentation, and configuration standards.

Skills

SAP IS-U

SAP Service Cloud

IS-U Customer Service

Client-facing leadership

Cross-functional leadership

Requirements gathering

Solution design

Education

Bachelor's degree

Tools

FI-CA

CRM platforms

Billing integration

Data conversion tools

Job description

EY is seeking an SAP IS-U Customer Service Manager to lead the end-to-end design and delivery of SAP IS-U customer service solutions for U.S. utilities clients.

You will own the Customer Service workstream, align target service models, and steer cross-functional teams across business, technical, and program stakeholders. In this role, you will translate complex requirements into scalable SAP IS-U designs, manage integration with Billing, FI-CA, Device Management, and CRM, and ensure operational