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EY helps utilities organizations transform their operations through innovative SAP solutions that improve efficiency, enhance customer experiences, and support regulatory compliance. We work with clients across the utility value chain, helping them navigate complex business and technology transformations from strategy through execution.

We are seeking an SAP IS-U Customer Service Manager to lead the end-to-end design and delivery of SAP IS-U customer service and customer operations solutions. In this role, you will own the Customer Service workstream, define the target service model and functional approach, translate complex customer and business requirements into scalable solutions, and ensure alignment across customer journeys, channels, and broader utility processes. You will lead functional teams and collaborate with business, technical, digital, contact center, and program stakeholders to drive solution quality, integration, testing, deployment, and operational readiness.

Your key responsibilities

As a Manager in Technology Analysis, you will lead SAP IS-U Customer Service workstreams within complex utility transformation programs, providing functional leadership from solution design through deployment and stabilization. Your responsibilities will include:

+ Owning 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.

+ Defining the target customer service design across customer and account maintenance, service requests, move-in and move-out events, communications, correspondence, and service-level controls.

+ Leading requirements gathering, fit-gap assessments, solution workshops, and design governance to translate customer operations, business, regulatory, and service requirements into scalable and maintainable SAP IS-U solutions.

+ Driving 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.

+ Defining integration and data-ownership principles across SAP IS-U and customer-facing platforms, including CRM, web, IVR, contact center, and other channels in scope.

+ Leading 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 and attributes for success

To thrive in this role, you will need a blend of technical and interpersonal skills. Your ability to build relationships and communicate effectively will be crucial in delivering exceptional client service.

+ 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.

+ Strong understanding of the integration between SAP IS-U Customer Service and related capabilities, including Billing, FI-CA, Device Management, Work Management, Retail Choice, and customer-facing platforms.

+ Ability to translate complex customer operations, business, and regulatory requirements into scalable SAP IS-U functional designs.

+ Proven ability to lead complex SAP transformation initiatives and client-facing engagements.

+ Strong analytical, problem-solving, facilitation, and decision-making skills.

+ Ability to lead cross-functional teams and manage dependencies across business, functional, technical, digital, integration, and vendor workstreams.

+ Strong written and verbal communication skills, with the ability to communicate complex solution decisions to both business and technology stakeholders.

To qualify for the role, you must have

+ 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...

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