Senior SAP IS-U Customer Service Lead

EY; Southfield (MI); Remote; USD 143,000 - 262,000; Full time

Job summary

EY in the United States seeks an SAP IS-U Customer Service Manager to lead the end-to-end design and delivery of SAP IS-U customer service solutions for utility transformation programs. You will own the Customer Service workstream, define the target design, and ensure alignment across journeys, channels, and processes.

You will lead functional consultants, coordinate with business, technical, and vendor teams, translate complex requirements into scalable SAP IS-U designs, drive testing, cutover,

Qualifications

• Bachelor's degree required.
• Typically 4–6 years SAP IS-U or SAP Utilities experience, including substantial SAP IS-U Customer Service.
• 3+ years leading a functional workstream or team.
• Experience owning SAP IS-U Customer Service solution design and delivery through implementation, testing, deployment, and stabilization.
• Experience delivering customer processes across multiple SAP IS-U functions and connected channels.
• Experience integrating SAP IS-U Customer Service with Billing, FI-CA, Device Management, Work Management, CRM, web, IVR, and contact center platforms.

Responsibilities

• Own the SAP IS-U Customer Service workstream from design through deployment and post-go-live stabilization.
• Define the target customer service design across maintenance, service requests, moves, communications, and service-level controls.
• Lead requirements gathering, fit-gap assessments, solution workshops, and design governance.
• Drive cross-functional design and integration across Customer Service and related capabilities.
• Define data ownership and integration principles across SAP IS-U and customer-facing platforms.
• Lead end-to-end customer journeys and service processes across channels.
• Coordinate data conversion activities and business readiness for customer service data.
• Develop functional specifications and design decisions to ensure consistency and quality.
• Coach and supervise functional consultants and coordinate vendor teams.
• Lead functional testing strategy, planning, execution, and defect resolution for end-to-end journeys.

Skills

SAP IS-U CS

Utility customer operations

Leadership of functional workstreams

Requirements gathering

Cross-functional design

Testing coordination

Education

Bachelor's degree

Tools

SAP Service Cloud

Job description

EY in the United States seeks an SAP IS-U Customer Service Manager to lead the end-to-end design and delivery of SAP IS-U customer service solutions for utility transformation programs. You will own the Customer Service workstream, define the target design, and ensure alignment across journeys, channels, and processes.

You will lead functional consultants, coordinate with business, technical, and vendor teams, translate complex requirements into scalable SAP IS-U designs, drive testing, cutover,