SAP IS-U Customer Service Lead (Utilities)

EY; Buffalo (NY); On-site; 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 in the United States seeks an SAP IS-U Customer Service Manager to lead end-to-end design and delivery of SAP IS-U customer service solutions within complex utility transformations. You will own the Customer Service workstream, define the target service model, and drive solution quality across journeys and channels.

You will lead functional teams, oversee requirements, testing, cutover, and operational readiness, while coordinating with billing, CRM, and digital platforms.

Qualifications

• Bachelor’s degree.
• Typically, 4 to 6 years of SAP IS-U or SAP Utilities experience, including substantial expertise in SAP IS-U Customer Service and 3+ years leading a functional workstream or team.
• Experience owning SAP IS-U Customer Service solution design and delivery through implementation, testing, deployment, and stabilization.
• Experience designing customer processes across multiple SAP IS-U functions and connected channels.
• Experience integrating SAP IS-U Customer Service with Billing, FI-CA, and customer-facing platforms.
• Willingness to travel 40-60%.

Responsibilities

• Own the SAP IS-U Customer Service workstream, including target processes and delivery plans.
• Define the target customer service design across maintenance, service requests, and communications.
• Lead requirements gathering, fit-gap assessments, and design governance.
• Drive cross-functional design and integration with Billing, FI-CA, Device Management, and CRM.
• Lead end-to-end testing, cutover, and operational readiness activities.
• Build trusted relationships with client stakeholders and provide functional guidance.

Skills

SAP IS-U Customer Service

Customer operations understanding

SAP IS-U integration

Functional design leadership

Leadership of transformation programs

Communication skills

Travel willingness

Education

Bachelor's degree

Tools

SAP Service Cloud

Job description

EY in the United States seeks an SAP IS-U Customer Service Manager to lead end-to-end design and delivery of SAP IS-U customer service solutions within complex utility transformations. You will own the Customer Service workstream, define the target service model, and drive solution quality across journeys and channels.

You will lead functional teams, oversee requirements, testing, cutover, and operational readiness, while coordinating with billing, CRM, and digital platforms.