SAP IS-U Customer Service Transformation Lead

EY; Minneapolis (MN); Remote; USD 143,000 - 262,000; Full time

Job summary

EY is seeking an SAP IS-U Customer Service Manager in the United States to lead end-to-end SAP IS-U CS design and delivery for utility client programs. You will own the CS workstream, define target service models, and coordinate with cross-functional teams across Billing, CRM, and digital platforms.

The role requires 4–6 years of SAP IS-U or SAP Utilities experience, plus 3+ years leading a functional workstream. Travel is expected at 40–60%, with a focus on delivery excellence.

Qualifications

• Bachelor’s degree is required.
• 4–6 years SAP IS-U or SAP Utilities experience.
• 3+ years leading a functional workstream or team.
• Experience owning SAP IS-U CS design and delivery.
• Experience with SAP Service Cloud platforms.
• Travel willingness (40–60%).

Responsibilities

• Own the SAP IS-U Customer Service workstream from design through deployment.
• Define target service model and align cross-functional journeys.
• Lead requirements gathering, fit-gap, and design governance.
• Coordinate with Billing, FI-CA, Device Management, and CRM teams.
• Lead end-to-end testing, cutover, and production readiness.
• Mentor functional consultants and manage risk and scope.

Skills

SAP IS-U Customer Service

SAP IS-U

Utility operations

Cross-functional leadership

Travel 40-60%

Requirements gathering

Education

Bachelor's degree

Tools

SAP Service Cloud v1

SAP Service Cloud v2

Job description

EY is seeking an SAP IS-U Customer Service Manager in the United States to lead end-to-end SAP IS-U CS design and delivery for utility client programs. You will own the CS workstream, define target service models, and coordinate with cross-functional teams across Billing, CRM, and digital platforms.

The role requires 4–6 years of SAP IS-U or SAP Utilities experience, plus 3+ years leading a functional workstream. Travel is expected at 40–60%, with a focus on delivery excellence.