Senior SAP IS-U Customer Service Manager (Remote)

EY; Los Angeles (CA); 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 design and delivery of SAP IS-U customer service solutions. You will own the customer service workstream, coordinate with Billing, CRM, and digital platforms, and drive solution readiness across complex utility programs.

You will lead functional teams, translate business requirements into scalable SAP IS-U designs, and ensure alignment across customer journeys and channels while traveling up to 60% as needed.

Qualifications

• Bachelor’s degree required.
• Typically 4–6 years SAP IS-U or SAP Utilities experience.
• Proven experience owning SAP IS-U Customer Service solution design and delivery.
• Experience delivering customer processes across multiple SAP IS-U functions and channels.
• Knowledge of SAP Service Cloud and integration with CRM, web, IVR, and contact centers.
• 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, moves, 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.
• Guide data-ownership, data conversion, and business readiness for customer service.
• Develop functional specs, configuration standards, and design decisions for consistency.
• Coach functional consultants and manage cross-workstream issues.
• Lead end-to-end testing of customer journeys including service start/stop and billing impacts.
• Plan cutover, training, and production readiness; ensure smooth handover.
• Build trusted relationships with client stakeholders and advise on transformation priorities.

Skills

SAP IS-U Customer Service

Utility operations

Stakeholder management

Requirements gathering

Cross-functional leadership

Business process design

Communication

Analytical skills

Education

Bachelor's degree

Tools

SAP Service Cloud

CRM platforms

Job description

EY is seeking an SAP IS-U Customer Service Manager to lead end-to-end design and delivery of SAP IS-U customer service solutions. You will own the customer service workstream, coordinate with Billing, CRM, and digital platforms, and drive solution readiness across complex utility programs.

You will lead functional teams, translate business requirements into scalable SAP IS-U designs, and ensure alignment across customer journeys and channels while traveling up to 60% as needed.