SAP IS-U Customer Service Lead (Utilities Transformation)

EY; Providence (RI); On-site; USD 143,000 - 262,000; Full time

Job summary

EY seeks 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, drive solution quality, and coordinate across client stakeholders to ensure a stable, compliant, and scalable service model.

You will lead functional teams, align with Billing, CRM, and digital platforms, and travel 40-60% as required to meet client needs across US engagements.

Qualifications

• Bachelor's degree required.
• Typically 4–6 years SAP IS-U or SAP Utilities experience.
• Proven experience owning SAP IS-U Customer Service design and delivery.
• Experience designing customer processes across multiple SAP IS-U functions.

Responsibilities

• Own the SAP IS-U Customer Service workstream from design through stabilization.
• Define target customer service design across maintenance, service requests, move-in/out events.
• Lead requirements gathering, fit-gap assessments, and design governance.
• Drive cross-functional design and integration with Billing, FI-CA, Device Management and more.
• Define data-ownership principles for SAP IS-U and customer-facing platforms.
• Design end-to-end customer journeys and service processes across channels.
• Lead data conversion activities and readiness.
• Develop and oversee functional specs, docs, standards, and decisions.
• Coach functional consultants and coordinate cross-workstream teams.
• Lead testing strategy and defect resolution for end-to-end journeys.
• Manage scope, estimates, risks, and stakeholder decisions.
• Plan cutover, training, and post-go-live stabilization.
• Build trusted client relationships and guide transformation priorities.

Skills

SAP IS-U Customer Service

SAP IS-U

Utility customer operations

Client-facing engagements

Education

Bachelor's degree

Tools

SAP Service Cloud v1

SAP Service Cloud v2

Job description

EY seeks 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, drive solution quality, and coordinate across client stakeholders to ensure a stable, compliant, and scalable service model.

You will lead functional teams, align with Billing, CRM, and digital platforms, and travel 40-60% as required to meet client needs across US engagements.