Senior SAP IS-U Customer Service Lead

EY; Fort Worth (TX); Remote; USD 150,000 - 230,000; Full time

Job summary

EY seeks an SAP IS-U Customer Service Manager to lead end-to-end customer service design and delivery for utilities. You will own the Customer Service workstream, define target service models, and translate complex requirements into scalable SAP IS-U solutions across multiple channels including Billing and CRM.

You will lead functional teams, coordinate with vendor and client stakeholders, and drive testing, deployment, and operational readiness.

Qualifications

• Bachelor’s degree required.
• 4–6 years SAP IS-U or SAP Utilities experience, with 3+ years leading a functional workstream.
• Experience owning SAP IS-U Customer Service solution design and delivery through implementation, testing, deployment, and stabilization.
• Designing customer processes across SAP IS-U functions and multiple channels (billing, CRM, IVR, etc.).
• Experience integrating SAP IS-U CS with related capabilities and customer channels (Billing, FI-CA, Device Management, Work Management, CRM, web, IVR).
• Experience leading requirements gathering, workshops, design governance, testing, cutover, and operational readiness.
• Experience supporting data conversion activities for customer service data.
• Experience leading end-to-end testing of utility customer journeys.
• Experience leading cross-functional teams and managing dependencies and risks.
• Willingness to travel 40–60%.

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, communications, and SLAs.
• Lead requirements gathering, fit-gap analyses, and design governance for scalable SAP IS-U solutions.
• Coordinate cross-functional design and integration with Billing, FI-CA, Device Management, and CRM platforms.
• Define data ownership principles for SAP IS-U and customer-facing platforms.
• Design end-to-end customer journeys with consistent service across channels.
• Oversee data conversion activities and business readiness.
• Develop functional specifications and configuration standards; guide the team through testing and deployment.

Skills

SAP IS-U

Customer Service

Leadership

Communication

Travel readiness

Education

Bachelor's degree

Tools

SAP Service Cloud

CRM integration

Billing integration

FI-CA

Job description

EY seeks an SAP IS-U Customer Service Manager to lead end-to-end customer service design and delivery for utilities. You will own the Customer Service workstream, define target service models, and translate complex requirements into scalable SAP IS-U solutions across multiple channels including Billing and CRM.

You will lead functional teams, coordinate with vendor and client stakeholders, and drive testing, deployment, and operational readiness.