SAP IS-U Customer Service Transformation Manager

EY; San Jose (CA); Remote; USD 178,000 - 297,000; Full time

Job summary

EY is seeking an SAP IS-U Customer Service Manager to lead end-to-end SAP IS-U customer service design and delivery for utility transformations. You will own the Customer Service workstream and coordinate across business, technical, digital, and vendor teams to ensure quality, testing, deployment, and readiness.

You will guide requirements, design governance, data conversion, and cutover activities while shaping target service models and ensuring seamless customer journeys across channels.

Qualifications

• Bachelor’s degree required.
• Typically, 4–6 years of SAP IS-U or SAP Utilities experience, including leadership of a functional workstream.
• Proven experience owning SAP IS-U Customer Service solution design and delivery through implementation, testing, deployment, and stabilization.
• Experience integrating SAP IS-U Customer Service with related capabilities and customer channels (Billing, FI-CA, Device Management, Work Management, CRM, web, IVR).
• Experience leading end-to-end testing of utility customer journeys and cross-functional teams.

Responsibilities

• Own the SAP IS-U Customer Service workstream, including target processes, scope, solution decisions, and deployment readiness.
• Define target customer service design across maintenance, service requests, move-in/out, communications, and SLAs.
• Lead requirements gathering, fit-gap analyses, and design governance for scalable SAP IS-U solutions.
• Drive cross-functional design and integration with Billing, FI-CA, Device Management, and digital platforms.
• Lead data conversion activities and development of functional specifications and design decisions.
• Coordinate cutover planning, training, and production readiness to ensure stable customer experience.

Skills

SAP IS-U

Customer service operations

Team leadership

Requirements gathering

Cross-functional collaboration

Communication skills

Education

Bachelor’s degree

Tools

SAP Service Cloud

CRM systems

Billing integration (FI-CA)

Job description

EY is seeking an SAP IS-U Customer Service Manager to lead end-to-end SAP IS-U customer service design and delivery for utility transformations. You will own the Customer Service workstream and coordinate across business, technical, digital, and vendor teams to ensure quality, testing, deployment, and readiness.

You will guide requirements, design governance, data conversion, and cutover activities while shaping target service models and ensuring seamless customer journeys across channels.