SAP IS-U Customer Service Transformation Lead

EY; Boston (MA); Remote; USD 143,000 - 262,000; Full time

Benefits offered by this job

Total Rewards package

Flexible vacation policy

Paid holidays

Job summary

EY is seeking an SAP IS-U Customer Service Manager to lead end-to-end SAP IS-U CS design and delivery for U.S. utilities.

You will own the CS workstream, define target service models, translate complex requirements, and ensure alignment across journeys, channels, and utility processes. You will lead functional teams with business, technical, and vendor stakeholders to drive solution quality and operational readiness.

Qualifications

• Bachelor’s degree required.
• Typically 4–6 years SAP IS-U or SAP Utilities experience with 3+ years leading a functional workstream.
• Proven experience owning SAP IS-U CS design and delivery across implementation, testing, deployment, and stabilization.
• Experience designing customer processes across multiple SAP IS-U functions and connected channels.
• Experience integrating SAP IS-U CS with Billing, FI-CA, Device Management, Work Management, CRM, web, IVR, and contact center platforms.
• Experience leading end-to-end testing of utility customer journeys and cross-functional teams.

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, 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, Device Management, and CRM.
• Define integration and data ownership across SAP IS-U and customer-facing platforms.
• Lead end-to-end customer journeys, including service start/stop, changes, and handoffs.

Skills

SAP IS-U CS

Utility operations

Requirements gathering

Cross-functional leadership

Client-facing engagements

Communication skills

Education

Bachelor’s degree

Tools

SAP Service Cloud

CRM systems

FI-CA integration

Data conversion

Job description

EY is seeking an SAP IS-U Customer Service Manager to lead end-to-end SAP IS-U CS design and delivery for U.S. utilities.

You will own the CS workstream, define target service models, translate complex requirements, and ensure alignment across journeys, channels, and utility processes. You will lead functional teams with business, technical, and vendor stakeholders to drive solution quality and operational readiness.