Strategic SAP IS-U Customer Service Leader

EY; Secaucus (NJ); Remote; USD 143,000 - 285,000; Full time

Benefits offered by this job

Medical and dental coverage

Pension and 401(k) plans

Paid time off

Job summary

EY is seeking an SAP IS-U Customer Service Manager to lead end-to-end SAP IS-U customer service design and delivery for utilities clients in the United States. You will own the Customer Service workstream, shape the target service model, translate complex requirements into scalable SAP IS-U designs, and align customer journeys across channels with stakeholders.

You will mentor functional consultants, drive testing and cutover activities, and partner with business, digital, and vendor teams to

Qualifications

• Bachelor’s degree required.
• 4–6 years SAP IS-U/ SAP Utilities experience with 3+ years leading a functional workstream.
• Proven experience owning SAP IS-U Customer Service solution design and delivery through implementation, testing, deployment, and stabilization.
• Experience integrating SAP IS-U with Billing, CRM, and related channels.

Responsibilities

• Own the SAP IS-U Customer Service workstream from design through deployment and post-go-live stabilization.
• Define target customer service design across maintenance, service requests, move events, and communications.
• Lead requirements gathering, fit-gap assessments, and design governance.
• Drive cross-functional design and integration across related capabilities (Billing, FI-CA, Device Management).
• Lead end-to-end testing, defect resolution, and operational readiness activities.
• Manage scope, estimates, dependencies, risks, and stakeholder decisions.
• Support cutover planning and transition to production.

Skills

SAP IS-U

Customer service

Client-facing engagements

Leadership

Cross-functional collaboration

Regulatory understanding

Requirements gathering

Process design

Testing strategy

Education

Bachelor’s degree

Tools

SAP Service Cloud

Job description

EY is seeking an SAP IS-U Customer Service Manager to lead end-to-end SAP IS-U customer service design and delivery for utilities clients in the United States. You will own the Customer Service workstream, shape the target service model, translate complex requirements into scalable SAP IS-U designs, and align customer journeys across channels with stakeholders.

You will mentor functional consultants, drive testing and cutover activities, and partner with business, digital, and vendor teams to