SAP IS-U Customer Service Leader

EY; Nashville (TN); Remote; USD 143,000 - 262,000; Full time

Benefits offered by this job

Medical coverage

Dental coverage

401(k) plan

Paid time off

Job summary

EY 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 CS workstream, define target service model, translate requirements, and align with journeys, channels, and utility processes.

You will lead functional teams, collaborate with business, technical, digital, and contact center stakeholders to drive solution quality, testing, deployment, and readiness, while traveling up to 60%.

Qualifications

• Bachelor’s degree required.
• 4–6 years SAP IS-U or SAP Utilities experience.
• Experience owning SAP IS-U Customer Service design and delivery.
• Experience integrating SAP IS-U CS with Billing, CRM, and channels.
• Willingness to travel 40–60%.

Responsibilities

• Own SAP IS-U Customer Service workstream from design through deployment.
• Define target customer service design across maintenance, requests, moves, and communications.
• Lead requirements gathering, fit-gap analyses, and design governance.
• Coordinate cross-functional design with Billing, FI-CA, and CRM.
• Lead end-to-end testing, cutover, and operational readiness.

Skills

SAP IS-U

Customer operations

Leadership

Stakeholder management

Cross-functional

Requirements gathering

Education

Bachelor's degree

Tools

SAP Service Cloud

SAP IS-U

Job description

EY 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 CS workstream, define target service model, translate requirements, and align with journeys, channels, and utility processes.

You will lead functional teams, collaborate with business, technical, digital, and contact center stakeholders to drive solution quality, testing, deployment, and readiness, while traveling up to 60%.