SAP IS-U Customer Service Lead | Utilities Transformation

EY; Westlake Village (CA); Remote; USD 143,000 - 262,000; 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 target service models, translate complex requirements, and align across customer journeys and channels in a major utility transformation.

You will lead functional teams, coordinate with business, technical, digital, and vendor stakeholders, and drive solution quality, testing, deployment, and operational readiness

Qualifications

• Bachelor's degree in a relevant field or equivalent experience.
• 4–6 years of SAP IS-U or SAP Utilities experience with 3+ years in a functional lead role.
• Proven ownership of SAP IS-U Customer Service solution design and delivery.
• Experience delivering customer processes across multiple SAP IS-U functions and channels.
• Experience leading requirements, workshops, testing, and go-live readiness.
• Willingness to travel 40–60%.

Responsibilities

• Own the SAP IS-U Customer Service workstream and define target processes.
• Lead cross-functional design and integration with Billing, FI-CA and CRM.
• Guide requirements gathering, design governance, testing, and go-live activities.
• Develop functional specifications and ensure solution quality across the workstream.
• Mentor functional consultants and coordinate with vendor teams.
• Drive end-to-end customer journeys and data-conversion activities.

Skills

SAP IS-U Customer Service

Functional leadership

Client engagement

Cross-functional collaboration

Education

Bachelor's degree

Tools

SAP Service Cloud

Billing & FI-CA

CRM systems

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 target service models, translate complex requirements, and align across customer journeys and channels in a major utility transformation.

You will lead functional teams, coordinate with business, technical, digital, and vendor stakeholders, and drive solution quality, testing, deployment, and operational readiness