SAP IS-U Customer Service Leader for Utilities

EY; Grand Rapids (MI); Remote; USD 143,000 - 262,000; Full time

Benefits offered by this job

Medical and dental coverage

Pension and 401(k)

Paid time off

Job summary

EY is seeking 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. The role focuses on owning the Customer Service workstream, defining the target service model, and translating requirements into scalable SAP IS-U designs.

You will collaborate with business, technical, digital, and contact center teams to drive solution quality, testing, deployment, and operational readiness across complex utility programs.

Qualifications

• Deep functional knowledge of SAP IS-U Customer Service and utility operations.
• Experience designing customer and account maintenance, service requests, and journeys.
• Proven ability to lead complex SAP transformation initiatives and client-facing engagements.

Responsibilities

• Own the SAP IS-U Customer Service workstream from design to deployment and stabilization.
• Define target service design across maintenance, service requests, and move events.
• Lead requirements gathering, workshops, governance, and design decisions for scalable SAP IS-U solutions.
• Drive integration across Billing, FI-CA, Device Management, and related platforms.
• Define data ownership principles across SAP IS-U and customer-facing systems.
• Oversee end-to-end customer journeys and service processes across channels.
• Lead data conversion activities and business readiness for customer service.

Skills

SAP IS-U

Utility operations

Customer service design

Stakeholder management

Cross-functional leadership

Education

Bachelor's degree

Tools

SAP Service Cloud

CRM systems

Data integration

Job description

EY is seeking 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. The role focuses on owning the Customer Service workstream, defining the target service model, and translating requirements into scalable SAP IS-U designs.

You will collaborate with business, technical, digital, and contact center teams to drive solution quality, testing, deployment, and operational readiness across complex utility programs.