SAP IS-U Customer Service Leader | Transformation Delivery

EY; Hoboken (NJ); On-site; USD 143,000 - 285,000; Full time

Benefits offered by this job

Medical and dental coverage

Pension and 401(k)

Flexible vacation policy

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 customer operations solutions. You will own the Customer Service workstream, define the target service model, translate complex requirements into scalable SAP IS-U designs, and align with customer journeys, channels, and utility processes.

You will lead functional teams and collaborate with business, technical, digital, contact center, and program stakeholders to ensure

Qualifications

• Bachelor's degree is required.
• Typically 4–6 years SAP IS-U or SAP Utilities experience including expertise in SAP IS-U Customer Service.
• Proven experience owning SAP IS-U Customer Service solution design and delivery through implementation, testing, deployment, and stabilization.
• Experience designing and delivering customer processes across multiple SAP IS-U functions and connected channels.
• Experience with customer and account maintenance, service requests, move-in/move-out processes, customer communications, and correspondence.
• Experience integrating SAP IS-U Customer Service with related capabilities and customer channels (Billing, FI-CA, Device Mgmt, Work Mgmt, CRM, web, IVR, contact center).
• Experience with SAP Service Cloud v1 and v2; strong testing and deployment leadership.
• Flexibility to travel 40–60%.

Responsibilities

• Own the SAP IS-U Customer Service workstream end-to-end from design through deployment and stabilization.
• Define target customer service design across maintenance, service requests, move events, communications, and SLAs.
• Lead requirements gathering, fit-gap assessments, workshops, and governance for scalable SAP IS-U designs.
• Drive cross-functional design with Billing, FI-CA, Device Management, Work Management, Retail Choice, SAP Service Cloud, and digital platforms.
• Define data ownership and integration principles across SAP IS-U and customer-facing channels (CRM, web, IVR, contact center).
• Design end-to-end customer journeys and service processes across channels and billing impacts.
• Lead data conversion activities including requirements, mapping, validation, and readiness.
• Develop functional specs, design decisions, and documentation to ensure quality.
• Coach functional consultants and coordinate with vendor teams to resolve issues.
• Lead functional testing strategy and execution across end-to-end journeys and go-live readiness.
• Manage scope, estimates, risks, dependencies, and stakeholder decisions with clear options.
• Plan cutover, training, support, metrics, and post-go-live stabilization.
• Build trusted client relationships guiding SAP IS-U Customer Service priorities.

Skills

SAP IS-U Customer Service

Utility operations knowledge

SAP Service Cloud

Cross-functional leadership

Requirements gathering

Solution design

Data conversion

Education

Bachelor's degree

Tools

FI-CA

CRM systems

Service Cloud v2

Data mapping tools

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 customer operations solutions. You will own the Customer Service workstream, define the target service model, translate complex requirements into scalable SAP IS-U designs, and align with customer journeys, channels, and utility processes.

You will lead functional teams and collaborate with business, technical, digital, contact center, and program stakeholders to ensure