SAP IS-U Customer Service Lead — Utilities Transformation

EY; Houston (TX); Remote; USD 143,000 - 262,000; Full time

Job summary

EY in the United States 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. You will own the Customer Service workstream, define the target service model, and align journeys, channels, and utility processes.

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

Qualifications

• A bachelor’s degree.
• Typically, 4–6 years SAP IS-U or SAP Utilities experience with 3+ years in leading a functional workstream.
• Proven 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 with customer maintenance, service requests, move-in/move-out processes, communications, and correspondence.
• Experience integrating SAP IS-U Customer Service with Billing, FI-CA, Device Management, Work Management, CRM, web/IVR, and contact center platforms.
• Experience with SAP Service Cloud v1 and v2.
• Leadership of requirements gathering, workshops, testing, cutover, and operational readiness.
• Travel willingness (40–60%).

Responsibilities

• Own the SAP IS-U Customer Service workstream, including scope, solution decisions, delivery plans, quality, risks, and operational readiness.
• Define target customer service design across maintenance, service requests, move events, communications, and service-level controls.
• Lead cross-functional design and integration with Billing, FI-CA, Device Management, and related platforms.
• Drive end-to-end customer journeys and ensure consistent interactions across channels.
• Coach functional consultants and coordinate with vendor teams to resolve issues.
• Lead testing strategy and defect resolution for end-to-end journeys.

Skills

SAP IS-U Customer Service

Customer Operations

Strategic Leadership

Requirements Gathering

Stakeholder Management

Education

Bachelor’s degree

Tools

SAP Service Cloud

FI-CA

CRM

SAP IS-U

Job description

EY in the United States 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. You will own the Customer Service workstream, define the target service model, and align journeys, channels, and utility processes.

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