SAP IS-U Customer Service Lead – Utilities Transformation

EY; Washington (District of Columbia); On-site; USD 171,000 - 285,000; Full time

Benefits offered by this job

Medical and dental coverage

Pension and 401(k)

Flexible vacation policy

Paid time off

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 for utility clients. You will own the Customer Service workstream, translate business needs into scalable SAP designs, and align with cross-functional teams across ERP, CRM, and digital platforms.

Travel is required (40-60%), and you will mentor functional consultants, drive testing, cutover, and operational readiness to ensure a seamless customer

Qualifications

• Bachelor's degree and 4–6 years SAP IS-U or SAP Utilities experience with 3+ years leading a functional workstream.
• 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 customer channels.

Responsibilities

• Own the SAP IS-U Customer Service workstream including target processes, scope, and deployment readiness.
• Define target customer service design across maintenance, service requests, move events, communications, and SL controls.
• Lead requirements gathering, fit-gap assessments, and design governance.

Skills

SAP IS-U CS

Utility CRM systems

Project leadership

Cross-functional collaboration

Communication

Education

Bachelor's degree

Tools

SAP Service Cloud

CRM integration

Data mapping

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 for utility clients. You will own the Customer Service workstream, translate business needs into scalable SAP designs, and align with cross-functional teams across ERP, CRM, and digital platforms.

Travel is required (40-60%), and you will mentor functional consultants, drive testing, cutover, and operational readiness to ensure a seamless customer