SAP IS-U Customer Service Lead – Utility Transformation

EY; City of Albany (NY); Remote; 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 and operations solutions. You will own the Customer Service workstream, define the target service model and functional approach, and ensure alignment across customer journeys, channels, and utility processes.

You will lead functional teams and collaborate with business, technical, digital, contact center, and program stakeholders to drive solution quality, integration, testing,

Qualifications

• Bachelor’s degree required.
• Typically 4–6 years in SAP IS-U or SAP Utilities with 3+ years leading a functional workstream.
• Experience owning SAP IS-U Customer Service solution design and delivery.
• Experience delivering customer processes across multiple SAP IS-U functions and channels.
• Experience with SAP Service Cloud v1 and v2.
• Ability to travel 40–60%.

Responsibilities

• Own the SAP IS-U Customer Service workstream from design through deployment and stabilization.
• Define target customer service design across maintenance, service requests, and move events.
• Lead requirements gathering, fit-gap assessments, and design governance.
• Drive cross-functional design and integration with Billing, FI-CA, Device Management, and more.
• Plan and oversee testing, cutover, and operational readiness.

Skills

SAP IS-U

Customer service operations

Client-facing engagements

Solution design

Cross-functional leadership

Regulatory requirements

Travel willingness

Education

Bachelor’s degree

Tools

SAP Service Cloud

FI-CA

Billing systems

CRM platforms

Data conversion

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 and operations solutions. You will own the Customer Service workstream, define the target service model and functional approach, and ensure alignment across customer journeys, channels, and utility processes.

You will lead functional teams and collaborate with business, technical, digital, contact center, and program stakeholders to drive solution quality, integration, testing,