SAP IS-U Customer Service Leader | Utility Transformation

EY; San Francisco (CA); Remote; USD 143,000 - 262,000; Full time

Benefits offered by this job

Medical and dental coverage

Pension/401(k) plans

Flexible vacation policy

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, translate complex requirements into scalable designs, and ensure alignment across journeys, channels, and related processes.

You will lead functional teams, collaborate with business, technical, digital, and vendor stakeholders, and drive testing, deployment, and post-go-live readiness to deliver a

Qualifications

• Experience owning SAP IS-U Customer Service solution design and delivery through implementation, testing, deployment, and stabilization.
• Proven ability to lead functional workstreams or teams within SAP IS-U Customer Service contexts.
• Strong understanding of cross-functional integration with Billing, FI-CA, and customer channels.

Responsibilities

• Own the SAP IS-U Customer Service workstream, including target processes, scope, solution decisions, and deployment readiness.
• Define target customer service design across maintenance, service requests, move events, and communications.
• Lead requirements gathering, fit-gap assessments, and design governance for scalable SAP IS-U solutions.
• Drive cross-functional design and integration with Billing, FI-CA, and customer-facing platforms.
• Lead end-to-end testing of utility customer journeys and ensure operational readiness.

Skills

SAP IS-U Customer Service

Utility customer operations

Requirements gathering

Leadership of cross-functional teams

Communication skills

Solution design

Education

Bachelor’s degree

Tools

SAP IS-U

SAP Service Cloud

Billing/FI-CA integration

CRM integration

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, translate complex requirements into scalable designs, and ensure alignment across journeys, channels, and related processes.

You will lead functional teams, collaborate with business, technical, digital, and vendor stakeholders, and drive testing, deployment, and post-go-live readiness to deliver a