SAP IS-U Customer Service Leader — Utilities Transformation

EY; Alpharetta (GA); Remote; USD 143,000 - 262,000; Full time

Job summary

EY is seeking an SAP IS-U Customer Service Manager to lead end-to-end SAP IS-U customer service and operations design, aligning channels and journeys. You’ll own the service workstream, drive solution quality, and coordinate with business, technical, and vendor teams in a complex utility transformation.

You will lead functional teams, govern design decisions, and ensure operational readiness while traveling 40–60% to client sites across the US as needed.

Qualifications

• Bachelor's degree or higher in a relevant field.
• 4–6 years of SAP IS-U or SAP Utilities experience with service-focused leadership.
• Proven design and delivery of SAP IS-U Customer Service solutions.
• Experience integrating SAP IS-U with Billing, CRM and customer channels.
• Travel willingness: 40–60% as needed.

Responsibilities

• Own the SAP IS-U Customer Service workstream from design through deployment and stabilization.
• Define target service model and functional approach for customer service delivery.
• Lead requirements, fit-gap analyses, design governance and workshops.
• Coordinate cross-functional design and integration across related capabilities.
• Drive end-to-end customer journeys, billing impacts, and channel handoffs.
• Oversee data conversion activities and functional specifications.
• Coach functional consultants and manage risk, scope, and milestones.
• Plan cutover, training, and post-go-live stabilization.

Skills

SAP IS-U Customer Service

Customer operations

Cross-functional leadership

Solution design

Stakeholder management

Education

Bachelor's degree

Tools

SAP Service Cloud

CRM systems

IVR

Job description

EY is seeking an SAP IS-U Customer Service Manager to lead end-to-end SAP IS-U customer service and operations design, aligning channels and journeys. You’ll own the service workstream, drive solution quality, and coordinate with business, technical, and vendor teams in a complex utility transformation.

You will lead functional teams, govern design decisions, and ensure operational readiness while traveling 40–60% to client sites across the US as needed.