SAP - IS-U Customer Service Manager - Consulting - Location OPEN

EY • Hartford, DC

1d • $142,600 - $297,200

About The Position

EY is seeking an SAP IS-U Customer Service Manager to lead end-to-end design and delivery of SAP IS-U customer service and customer operations solutions for utility transformation programs. The manager owns the Customer Service workstream, defines its target service model and functional approach, translates customer and business requirements into scalable solutions, and aligns customer journeys and channels with broader utility processes. The role provides functional leadership from solution design through deployment and stabilization, while coordinating business, technical, digital, contact center, program, integration, and vendor stakeholders. The position is open to candidates anywhere in the country and involves estimated travel of 40–60% to meet client needs.

The role includes oversight of workstream scope, plans, quality, risks, functional design, integration, testing, data conversion, cutover, training, support transition, operational readiness, and post-go-live stabilization. The manager leads and coaches functional consultants, works with client stakeholders on solution decisions and transformation priorities, and supports a consistent customer experience across channels.

EY describes a comprehensive compensation and benefits package that includes medical and dental coverage, pension and 401(k) plans, and paid time off. The base salary range varies by office location: $171,200–$285,300 for New York City, Boston, Washington DC Metro Areas, Washington State, and Southern California; $178,400–$297,200 for Bay Area California offices; and $142,600–$261,500 for other U.S. offices, including Sacramento. Individual compensation depends on factors including education, experience, knowledge, skills, and geography.

Requirements

• Bachelor’s degree.
• Typically at least 4 to 6 years of SAP IS-U or SAP Utilities experience, including substantial SAP IS-U Customer Service expertise.
• At least 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 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.
• Experience supporting customer-service data conversion, 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.
• Flexibility and willingness to travel to meet client needs; estimated travel is 40–60%.
• Deep functional knowledge of SAP IS-U Customer Service and utility customer operations.
• Strong understanding of customer and account maintenance, service requests, move events, correspondence, customer journeys, and service-level controls.
• Ability to translate complex customer operations, business, and regulatory requirements into scalable SAP IS-U functional designs.
• Strong analytical, problem-solving, facilitation, and decision-making skills.
• Strong written and verbal communication skills, including communicating complex solution decisions to business and technology stakeholders.

Nice To Haves

• Prior consulting experience.
• Experience with external integrations between SAP S/4HANA and Salesforce or similar CRM/customer platforms.
• Experience with regulated and deregulated utility customer service processes.
• Experience with digital self-service, IVR, correspondence, contact center, or omnichannel integrations.
• Experience supporting large-scale utility customer operations or customer-experience transformations.
• Experience leading cross-functional utility transformation programs.
• Knowledge of utility regulatory requirements and market operations.

Responsibilities

• Own the SAP IS-U Customer Service workstream, including target processes, scope, solution decisions, delivery plans, quality, risks, and operational readiness through deployment and post-go-live stabilization.
• Define target customer service design for 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 solutions.
• 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 in-scope channels.
• Lead end-to-end customer journey and service-process design, ensuring interactions, account changes, billing and payment impacts, and field-work handoffs operate consistently across channels.
• Serve as the functional point of contact for customer-service data conversion, including data requirements, mapping, validation, customer service objects, and business readiness.
• Develop and oversee functional specifications, solution documentation, configuration standards, process designs, and key design decisions.
• Lead and coach functional consultants, review deliverables, establish ownership, and coordinate technical, integration, and vendor teams to resolve functional and cross-workstream issues.
• Drive customer service functional testing strategy, planning, coordination, execution, and defect resolution across end-to-end customer journeys.
• Manage workstream scope, estimates, dependencies, risks, service impacts, stakeholder decisions, and escalations; provide options and recommendations to business and technology leaders.
• Lead cutover planning, training, procedures, support transition, service metrics, production readiness, and post-go-live stabilization.
• Build trusted client stakeholder relationships and provide functional guidance on SAP IS-U Customer Service capabilities, customer operations, solution decisions, and transformation priorities.

Benefits

• Medical coverage.
• Dental coverage.
• Pension and 401(k) plans.
• Flexible vacation policy.
• Paid holidays.
• Winter and summer breaks.
• Personal and family care leave.
• Other leaves of absence to support physical, financial, and emotional well-being.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager