SAP IS-U Customer Service Lead — Utilities Transformation

EY; Rogers (AR); On-site; USD 143,000 - 262,000; Full time

Benefits offered by this job

Medical and dental coverage

401(k) and pension

Flexible vacation policy

Job summary

EY is seeking an SAP IS-U Customer Service Manager to lead end-to-end SAP IS-U customer service design and delivery for U.S. utilities clients.

You will own the Customer Service workstream, translate requirements into scalable solutions, and align with cross-functional teams across Billing, CRM, and digital platforms. You will guide functional teams, drive testing and cutover readiness, and manage risks and dependencies while traveling up to 60% to support client engagements and deployments.

Qualifications

• Bachelor’s degree; 4–6 years SAP IS-U or SAP Utilities experience; 3+ years leading a functional workstream
• Own 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 CS with related capabilities and customer channels (Billing, FI-CA, etc.)
• Experience leading requirements gathering, workshops, functional design, testing, and cutover activities
• Willingness to travel 40–60% across client sites and remote locations

Responsibilities

• Own the SAP IS-U Customer Service workstream, including processes, scope, decisions, delivery plans and stabilization
• Define target customer service design across maintenance, service requests, move-in/move-out, communications and service-level controls
• Lead requirements gathering, fit-gap assessments, workshops, and design governance for scalable SAP IS-U solutions
• Drive cross-functional design and integration with Billing, FI-CA, Device Management, Work Management, CRM and digital channels
• Define integration and data-ownership principles across SAP IS-U and customer-facing platforms (CRM, web, IVR, etc.)
• Lead end-to-end customer journeys and service processes to ensure consistent interactions across channels
• Act as functional contact for data conversion activities and business readiness
• Develop and oversee functional specs, documentation, configuration standards and designs
• Coach functional consultants and coordinate cross-workstream collaboration to resolve issues
• Lead functional testing strategy and execution across end-to-end journeys
• Manage workstream scope, estimates, risks, and stakeholder decisions
• Lead cutover planning, training, support transition and production readiness
• Build trusted client relationships and provide guidance on SAP IS-U Customer Service priorities

Skills

SAP IS-U

Customer Service

Leadership

Requirements

Process Design

Education

Bachelor’s degree

Tools

SAP Service Cloud

FI-CA

CRM

Job description

EY is seeking an SAP IS-U Customer Service Manager to lead end-to-end SAP IS-U customer service design and delivery for U.S. utilities clients.

You will own the Customer Service workstream, translate requirements into scalable solutions, and align with cross-functional teams across Billing, CRM, and digital platforms. You will guide functional teams, drive testing and cutover readiness, and manage risks and dependencies while traveling up to 60% to support client engagements and deployments.