SAP IS-U Customer Service Lead — Utilities Transformation

EY; Atlanta (GA); Remote; USD 143,000 - 297,000; Full time

Job summary

EY is seeking an SAP IS-U Customer Service Manager to lead end-to-end design and delivery of SAP IS-U customer service solutions. You will own the Customer Service workstream, define the target service model, translate complex requirements into scalable SAP IS-U designs, and ensure alignment across customer journeys and channels.

You will lead functional teams and collaborate with business, technical, digital, contact center, and program stakeholders to drive solution quality, testing,

Qualifications

• Bachelor’s degree.
• 4–6 years of SAP IS-U or SAP Utilities experience, including 3+ years leading a functional workstream or team.
• Proven experience owning SAP IS-U Customer Service solution 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 integrating SAP IS-U Customer Service with related capabilities and customer channels (Billing, FI-CA, Device Management, Work Management, CRM, web, IVR, contact center platforms).
• Experience with travel; 40–60% expectations.

Responsibilities

• Own the SAP IS-U Customer Service workstream from design through deployment and post-go-live stabilization.
• Define target customer service design across maintenance, service requests, move/adjust events, communications, and service-level controls.
• Lead requirements gathering, fit-gap assessments, solution workshops, and design governance.
• Drive cross-functional design and integration across related capabilities and platforms.
• Lead data conversion activities, including requirements, mapping, validation, and business readiness.
• Develop functional specifications, configuration standards, and design decisions to ensure consistency and quality.
• Lead and coach functional consultants, coordinate with technical and vendor teams, and resolve cross-workstream issues.
• Oversee testing strategy, planning, execution, and defect resolution for end-to-end journeys.
• Manage scope, estimates, risks, dependencies, and stakeholder decisions; provide clear options to leaders.
• Lead cutover planning, training, and production readiness to ensure a stable customer experience.

Skills

SAP IS-U

SAP Utilities

Customer service

Solution design

Cross-functional leadership

Requirements gathering

Integration

Testing

Education

Bachelor’s degree

Tools

SAP Service Cloud

Job description

EY is seeking an SAP IS-U Customer Service Manager to lead end-to-end design and delivery of SAP IS-U customer service solutions. You will own the Customer Service workstream, define the target service model, translate complex requirements into scalable SAP IS-U designs, and ensure alignment across customer journeys and channels.

You will lead functional teams and collaborate with business, technical, digital, contact center, and program stakeholders to drive solution quality, testing,