SAP IS-U Customer Service Lead — Transformation & Delivery

EY; Phoenix (AZ); Presencial; USD 143 000 - 262 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Medical & dental coverage

Pension & 401(k)

Flexible vacation policy

Paid time off

Resumo da oferta

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 and operations solutions. You will own the Customer Service workstream, define the target service model, translate requirements into scalable SAP IS-U designs, and collaborate with business, technical, and vendor teams to ensure high-quality delivery.

You will lead cross-functional teams across customer journeys, integrations, testing, and operational readiness, driving

Qualificações

• Bachelor’s degree or equivalent required.
• Minimum 4–6 years SAP IS-U or SAP Utilities experience, with 3+ years leading a functional workstream.
• Proven experience owning SAP IS-U Customer Service solution design and delivery through implementation and stabilization.
• Experience designing customer processes across SAP IS-U functions and connected channels.
• Experience with customer and account maintenance, service requests and move-in/move-out processes.
• Experience integrating SAP IS-U with Billing, CRM, and customer channels.
• Experience with SAP Service Cloud v1 and v2.
• Strong testing, cutover, and operational readiness experience.
• Ability to lead cross-functional teams and manage dependencies and risks.
• Willingness to travel 40–60%.

Responsabilidades

• Own the SAP IS-U Customer Service workstream from design through stabilisation.
• Define target service design across maintenance, requests, move events, communications and SLAs.
• Lead requirements gathering, workshops, and design governance to translate requirements into scalable SAP IS-U solutions.
• Drive cross-functional design and integration with Billing, FI-CA, Device Management and more.
• Define integration and data-ownership principles across SAP IS-U and customer-facing platforms.
• Design end-to-end customer journeys ensuring consistency across channels.
• Oversee data conversion activities including requirements, mapping, and validation.
• Develop functional specs, configuration standards, and design decisions for consistency.
• Lead functional consultants and coordinate across vendor teams to resolve issues.
• Plan cutover, training, production readiness, and post-go-live stabilization.

Conhecimentos

SAP IS-U

Customer service

Requirements gathering

Stakeholder management

Team leadership

Cross-functional collaboration

Solution design

Testing

Data conversion

Process mapping

Formação académica

Bachelor's degree

Ferramentas

SAP Service Cloud

FI-CA

CRM systems

IVR

Descrição da oferta de emprego

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 and operations solutions. You will own the Customer Service workstream, define the target service model, translate requirements into scalable SAP IS-U designs, and collaborate with business, technical, and vendor teams to ensure high-quality delivery.

You will lead cross-functional teams across customer journeys, integrations, testing, and operational readiness, driving