Strategic SAP IS-U Customer Service Lead

EY; San Mateo (CA); On-site; USD 178,000 - 297,000; Full time

Benefits offered by this job

Medical and dental coverage

401(k) retirement plan

Flexible vacation policy

Job summary

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

You will lead functional teams, collaborate with business, technical, digital and vendor groups, drive solution quality, testing, deployment, and go-live readiness, and travel 40–60% as needed.

Qualifications

• Deep functional knowledge of SAP IS-U Customer Service and utility customer operations.
• Ability to translate complex requirements into scalable SAP IS-U designs.
• Experience leading SAP IS-U Customer Service solution design and delivery.

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 and communications.
• Lead requirements gathering, fit-gap assessments, and design governance for scalable SAP IS-U solutions.
• Drive cross-functional design and integration with Billing, FI-CA, Device Management, and CRM platforms.
• Define data ownership and integration principles across SAP IS-U and customer-facing platforms.

Skills

SAP IS-U

Customer service

Cross-functional leadership

Requirements gathering

Testing strategy

Education

Bachelor’s degree

Tools

SAP Service Cloud

CRM systems

Job description

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

You will lead functional teams, collaborate with business, technical, digital and vendor groups, drive solution quality, testing, deployment, and go-live readiness, and travel 40–60% as needed.