Senior SAP IS-U Customer Service Lead

EY; Philadelphia (Philadelphia County); Remote; USD 143,000 - 262,000; Full time

Benefits offered by this job

Medical and dental coverage

401(k) plan

Paid time off

Flexible vacation policy

Job summary

EY is seeking an SAP IS-U Customer Service Manager to lead design and delivery of SAP IS-U customer service solutions across a national US footprint. You will own the Customer Service workstream, shape the target service model, and ensure alignment across customer journeys, channels, and utility processes.

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

Qualifications

• Bachelor's degree.
• Typically 4–6 years of SAP IS-U or SAP Utilities experience, including substantial expertise in SAP IS-U Customer Service.
• Proven experience owning SAP IS-U Customer Service solution design and delivery.
• Experience designing customer processes across multiple SAP IS-U functions and channels.
• Experience integrating SAP IS-U Customer Service with Billing, FI-CA, Device Management and related platforms.
• Travel willingness: 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 service-level controls.
• Lead requirements gathering, fit-gap assessments, and design governance.
• Drive cross-functional design and integration with Billing, FI-CA, Device Management and CRM platforms.
• Define integration and data-ownership principles across SAP IS-U and customer-facing platforms.
• Lead end-to-end customer journeys, including service start/stop and billing impacts.
• Oversee data conversion activities and functional documentation.
• Coach functional consultants and coordinate cross-workstream teams.
• Lead testing strategy and defect resolution across journeys.

Skills

SAP IS-U

Customer Service

Leadership

Communication

Education

Bachelor's degree

Tools

SAP Service Cloud

CRM system

Job description

EY is seeking an SAP IS-U Customer Service Manager to lead design and delivery of SAP IS-U customer service solutions across a national US footprint. You will own the Customer Service workstream, shape the target service model, and ensure alignment across customer journeys, channels, and utility processes.

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