SAP IS-U Customer Service Transformation Lead

EY; Charleston (WV); Remote; USD 143,000 - 262,000; Full time

Benefits offered by this job

Flexible vacation policy

Medical & dental coverage

Pension & 401(k)

Paid time off options

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 for utilities clients across the United States. You will own the customer service workstream, align with stakeholders, and drive solution quality from design through deployment and stabilization.

You will lead cross-functional teams, define the target service model, manage data conversion, and ensure compliant, seamless customer journeys across channels.

Qualifications

• Bachelor’s degree required.
• 4–6 years SAP IS-U experience with deep knowledge of Customer Service.
• 3+ years leading a functional workstream or team.

Responsibilities

• Own SAP IS-U Customer Service workstream from design to deployment.
• Define target service model and functional approach.
• Lead requirements gathering, fit-gap sessions, and design governance.
• Drive cross-functional design across Billing, FI-CA, Device Management, Work Management, Retail Choice, SAP Service Cloud, and digital platforms.
• Define integration and data-ownership principles for SAP IS-U and customer-facing channels.
• Design end-to-end customer journeys ensuring consistent interactions across channels.
• Lead data conversion activities for customer-service data.
• Develop functional specs, documentation, and standards.
• Coach functional consultants and coordinate with vendor teams.
• Plan and execute testing strategy for end-to-end customer journeys.
• Manage scope, estimates, risks, and escalations; support go-live readiness.
• Build relationships with client stakeholders and guide transformation priorities.

Skills

SAP IS-U Customer Service

Utility operations

Cross-functional leadership

Requirements gathering

Data mapping & conversion

Stakeholder management

Testing & QA

Communication skills

Education

Bachelor’s degree

4–6 years SAP IS-U experience

3+ years leading a functional workstream

Tools

SAP Service Cloud

CRM systems

Data integration tools

FI-CA & Billing modules

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 for utilities clients across the United States. You will own the customer service workstream, align with stakeholders, and drive solution quality from design through deployment and stabilization.

You will lead cross-functional teams, define the target service model, manage data conversion, and ensure compliant, seamless customer journeys across channels.