SAP IS-U Customer Service Transformation Lead

EY; Memphis (TN); 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 CS design and delivery for utility clients. You will own the CS workstream, define target service models, and coordinate across customer journeys, channels, and broader utility processes with business and tech stakeholders.

You will guide functional teams through design, integration, testing, deployment, and operational readiness, ensuring quality and client satisfaction while traveling 40–60% as needed.

Qualifications

• Bachelor’s degree required.
• 4–6 years SAP IS-U/Utilities experience; 3+ years leading a functional workstream.
• Experience owning SAP IS-U Customer Service solution design and delivery.
• Experience delivering customer processes across SAP IS-U and connected channels.
• Experience with customer and account maintenance, service requests, move-ins/move-outs, communications.
• Experience integrating SAP IS-U with Billing, FI-CA, Device Management, Work Management, CRM, web, IVR, contact centers.

Responsibilities

• Own the SAP IS-U Customer Service workstream from design through deployment and stabilization.
• Define target customer service design across maintenance, service requests, and communications.
• Lead requirements gathering, fit-gap assessments and design governance.
• Drive cross-functional design and integration with Billing, FI-CA, Device Management and SAP components.
• Define data ownership principles across SAP IS-U and customer-facing platforms.
• Design end-to-end customer journeys and ensure consistency across channels.
• Oversee data conversion activities and business readiness for customer service.
• Develop functional specs, documentation, and standards for the workstream.
• Coach and coordinate functional consultants and cross-team colleagues.
• Lead testing strategy, planning, and defect resolution across end-to-end journeys.
• Manage scope, estimates, risks, and stakeholder decisions; provide options.

Skills

SAP IS-U Customer Service

Utility operations

SAP Service Cloud

Requirements gathering

Cross-functional leadership

Solution design

Integration

Testing

Cutover planning

Education

Bachelor’s degree

Tools

SAP IS-U

SAP Service Cloud

FI-CA

CRM systems

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 utility clients. You will own the CS workstream, define target service models, and coordinate across customer journeys, channels, and broader utility processes with business and tech stakeholders.

You will guide functional teams through design, integration, testing, deployment, and operational readiness, ensuring quality and client satisfaction while traveling 40–60% as needed.