SAP IS-U: Customer Service Transformation Lead

EY; Baltimore (MD); Remote; USD 143,000 - 262,000; Full time

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 solutions. You will own the Customer Service workstream, define the target service model, translate requirements into scalable SAP IS-U designs, and ensure alignment across customer journeys and channels.

You will lead functional teams, collaborate with business, technical, digital, contact center, and program stakeholders, drive solution quality, testing, deployment, and

Qualifications

• Bachelor's degree required.
• Typically, 4–6 years of SAP IS-U or SAP Utilities experience, including 3+ years leading a functional workstream or team.
• 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 integrating SAP IS-U Customer Service with Billing, FI-CA, Device Management, Work Management, CRM, web, IVR and contact center platforms.
• Strong leadership of requirements gathering, workshops, functional design, integration decisions, testing, cutover, and operational readiness.
• Travel willingness 40–60%.

Responsibilities

• Own the SAP IS-U Customer Service workstream from design through deployment and stabilization.
• Define target customer service design across maintenance, service requests, move events, communications, and service-level controls.
• Lead requirements gathering, fit-gap assessments, solution workshops, and design governance.
• Drive cross-functional design and integration across Customer Service and related capabilities (Billing, FI-CA, Device Management, Work Management).
• Define integration and data-ownership principles across SAP IS-U and customer-facing platforms.
• Lead end-to-end customer journeys and service processes across channels.

Skills

SAP IS-U

Customer Service

Cross-functional leadership

Solution design

Requirements gathering

Stakeholder management

Testing strategy

Operational readiness

Education

Bachelor's degree

Tools

SAP Service Cloud

CRM systems

IVR systems

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 solutions. You will own the Customer Service workstream, define the target service model, translate requirements into scalable SAP IS-U designs, and ensure alignment across customer journeys and channels.

You will lead functional teams, collaborate with business, technical, digital, contact center, and program stakeholders, drive solution quality, testing, deployment, and