Senior SAP IS-U Customer Service Lead

EY; McLean (VA); 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 customer service solutions for utilities clients in the United States. You will own the customer service workstream, define service models, translate requirements into scalable designs, and ensure alignment across customer journeys and channels.

You will lead functional teams and collaborate with business, technical, digital, contact center, and program stakeholders to drive solution quality, testing, deployment, and

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 designing customer processes across SAP IS-U and channels.
• Travel willingness 40-60%.

Responsibilities

• Own SAP IS-U Customer Service workstream from design to go-live.
• Define target service design across maintenance, requests, move events.
• Lead requirements gathering and design governance.
• Drive cross-functional design with Billing, FI-CA, Device Management, etc.
• Define integration and data ownership principles across SAP IS-U and customer-facing platforms.
• Lead end-to-end customer journeys and service processes.
• Coordinate data conversion activities.
• Develop functional specs and design decisions.
• Coach functional consultants and resolve cross-workstream issues.
• Lead functional testing strategy across journeys.
• Manage scope, estimates, risks, and stakeholder decisions.
• Lead cutover planning and production readiness.
• Build trusted relationships with client stakeholders.

Skills

SAP IS-U Customer Service

Utility operations knowledge

Customer service design

Stakeholder management

Requirements gathering

Cross-functional leadership

Data conversion

Testing strategy

Solution design

Regulatory understanding

Education

Bachelor's degree

Tools

SAP Service Cloud

CRM tools

Data mapping tools

Job description

EY is seeking an SAP IS-U Customer Service Manager to lead end-to-end SAP IS-U customer service solutions for utilities clients in the United States. You will own the customer service workstream, define service models, translate requirements into scalable designs, and ensure alignment across customer journeys and channels.

You will lead functional teams and collaborate with business, technical, digital, contact center, and program stakeholders to drive solution quality, testing, deployment, and