SAP IS-U Customer Service Lead - Utility Transformation

EY; San Diego (CA); On-site; USD 143,000 - 262,000; Full time

Benefits offered by this job

Medical and dental coverage

401(k) plan

Pension plan

Paid time off

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 for utility clients. You will own the Customer Service workstream and guide cross-functional teams through design, integration, testing, deployment, and readiness.

You will collaborate with business, digital, and vendor teams to ensure solution quality and a consistent customer experience across journeys and channels.

Qualifications

• Bachelor’s degree and SAP IS-U or SAP Utilities experience.
• 4–6 years SAP IS-U experience including IS-U Customer Service.
• Experience leading functional workstreams or teams.
• Delivery through implementation, testing, deployment, stabilization.
• Experience across customer channels and integrations.
• Travel willingness to 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 across related SAP IS-U capabilities and customer channels.
• Define integration and data ownership principles across SAP IS-U and CRM/web/IVR channels.
• Lead end-to-end customer journeys and service processes across channels.

Skills

SAP IS-U CS

Customer operations

Cross-functional leadership

Solution design

Requirements gathering

Stakeholder mgmt

Testing coordination

Education

Bachelor's degree

Tools

SAP Service Cloud

CRM

Data mapping tools

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 for utility clients. You will own the Customer Service workstream and guide cross-functional teams through design, integration, testing, deployment, and readiness.

You will collaborate with business, digital, and vendor teams to ensure solution quality and a consistent customer experience across journeys and channels.