Strategic SAP IS-U Customer Service Manager

EY; Indianapolis (IN); On-site; USD 143,000 - 262,000; Full time

Benefits offered by this job

Medical and dental coverage

Pension and 401(k)

Paid time off

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 for utilities clients in the United States. You will own the Customer Service workstream, drive target design, and coordinate across business and IT to ensure solution quality and operational readiness.

You will guide cross-functional teams, define integration with Billing, FI-CA, and CRM platforms, and manage cutover and post-go-live activities, while traveling up to

Qualifications

• A bachelor’s degree.
• Typically, no less than 4 to 6 years of SAP IS-U or SAP Utilities experience, including substantial expertise in SAP IS-U Customer Service and 3+ years leading a functional workstream or team.
• Proven experience owning SAP IS-U Customer Service solution design and delivery through implementation, testing, deployment, and stabilization.
• Proven experience designing and delivering customer processes across multiple SAP IS-U functions and connected customer channels.
• Experience with customer and account maintenance, service requests, move-in/move-out processes, customer communications, and correspondence.
• Experience integrating SAP IS-U Customer Service with related capabilities and customer channels, such as Billing, FI-CA, Device Management, Work Management, CRM, web, IVR, and contact center platforms.
• Experience with SAP Service Cloud v1 and SAP Service Cloud v2.
• Strong experience with customer correspondence processes and solutions.
• Experience leading requirements gathering, solution workshops, functional design, integration decisions, testing, defect resolution, cutover, and operational readiness activities.
• Experience supporting customer-service data conversion activities, including data requirements, mapping, validation, and business readiness.
• Experience leading end-to-end testing of utility customer journeys, including service start and stop, account changes, exceptions, billing and payment impacts, and field-work handoffs.
• Experience leading cross-functional teams, managing dependencies and risks, and driving decisions with business and technology stakeholders.
• A flexibility and willingness to travel to meet client needs; travel is estimated at 40-60%.

Responsibilities

• Own the SAP IS-U Customer Service workstream, including target processes, scope, solution decisions, delivery plans, quality, risks, and operational readiness from design through deployment and post-go-live stabilization.
• Define the target customer service design across customer and account maintenance, service requests, move-in and move-out events, communications, correspondence, and service-level controls.
• Lead requirements gathering, fit-gap assessments, solution workshops, and design governance to translate customer operations, business, regulatory, and service requirements into scalable SAP IS-U functional designs.
• Drive cross-functional design and integration across Customer Service and related capabilities, including Billing, FI-CA, Device Management, Work Management, Retail Choice, SAP Service Cloud, and digital and contact center platforms.
• Define integration and data-ownership principles across SAP IS-U and customer-facing platforms, including CRM, web, IVR, contact center, and other channels in scope.
• Lead the design of end-to-end customer journeys and service processes, ensuring customer interactions, account changes, billing and payment impacts, and field-work handoffs operate consistently across channels.
• Acting as the functional point of contact for customer-service data conversion activities, including data requirements, mapping, validation, customer service objects, and business readiness.
• Developing and overseeing functional specifications, solution documentation, configuration standards, process designs, and key design decisions to ensure consistency and quality across the workstream.
• Leading and coaching functional consultants, reviewing key deliverables, establishing clear ownership, and coordinating technical, integration, and vendor teams to resolve functional and cross-workstream issues.
• Driving customer service functional testing strategy, planning, coordination, execution, and defect resolution across end-to-end customer journeys, including service start and stop, account changes, service requests, exceptions, billing and payment impacts, and field-work handoffs.
• Managing workstream scope, estimates, dependencies, risks, service impacts, stakeholder decisions, and escalations while providing clear options and recommendations to business and technology leaders.
• Leading cutover planning, training, procedures, support transition, service metrics, production readiness, and post-go-live stabilization to support a consistent and stable customer experience.
• Building trusted relationships with client stakeholders and providing functional guidance on SAP IS-U Customer Service capabilities, customer operations, solution decisions, and transformation priorities.

Skills

SAP IS-U CS

Customer operations

Cross-functional leadership

Requirements gathering

Communication skills

Team leadership

Testing strategy

SAP Service Cloud v1

SAP Service Cloud v2

Education

Bachelor’s degree

Tools

SAP Service Cloud v1

SAP Service Cloud v2

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 for utilities clients in the United States. You will own the Customer Service workstream, drive target design, and coordinate across business and IT to ensure solution quality and operational readiness.

You will guide cross-functional teams, define integration with Billing, FI-CA, and CRM platforms, and manage cutover and post-go-live activities, while traveling up to