SAP IS-U Customer Service Lead — Transformation & Go-Live

EY; Chicago (IL); 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 utilities. You will own the customer service workstream, define the target service model, and ensure alignment across customer journeys, channels, and related utility processes.

You will lead functional teams, collaborate with business, technical, digital, and vendor stakeholders to drive solution quality, integration, testing, deployment, and operational

Qualifications

• Deep functional knowledge of SAP IS-U Customer Service and utility customer operations.
• Strong understanding of customer and account maintenance, service requests, move events, correspondence, customer journeys, and service-level controls.
• Ability to translate complex customer operations, business, and regulatory requirements into scalable SAP IS-U functional designs.
• Proven ability to lead complex SAP transformation initiatives and client-facing engagements.
• Strong analytical, problem-solving, facilitation, and decision-making skills.

Responsibilities

• Own the SAP IS-U Customer Service workstream, including target processes, scope, solution decisions, delivery plans, quality, risks, and operational readiness from design through deployment and post-go-live stabilization.
• Define target customer service design across customer and account maintenance, service requests, move-in/move-out events, communications, correspondence, and service-level controls.
• Lead requirements gathering, fit-gap assessments, solution workshops, and design governance to translate requirements into SAP IS-U solutions.
• Drive cross-functional design and integration across Customer Service and related capabilities, including Billing, FI-CA, Device Management, Work Management, Retail Choice, SAP Service Cloud, and digital and contact center platforms.
• Lead end-to-end testing of utility customer journeys, including service start/stop, account changes, billing impacts, and handoffs.

Skills

SAP IS-U Customer Service

Customer operations

Cross-functional leadership

Requirements gathering

Solution design

Stakeholder management

Tools

SAP Service Cloud v1

SAP Service Cloud v2

CRM systems

Billing systems

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 utilities. You will own the customer service workstream, define the target service model, and ensure alignment across customer journeys, channels, and related utility processes.

You will lead functional teams, collaborate with business, technical, digital, and vendor stakeholders to drive solution quality, integration, testing, deployment, and operational