> Markdown version of [/jobs/ext/3819648-sap-is-u-customer-service-manager-consulting-location-open](https://www.wearedevelopers.com/jobs/ext/3819648-sap-is-u-customer-service-manager-consulting-location-open). Every page supports `.md` or `Accept: text/markdown`. Links point to the HTML versions so they work for humans too. Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # SAP - IS-U Customer Service Manager - Consulting - Location OPEN - **Company:** Ernst & Young LLP - **Location:** Frankfort, KY, United States (Remote available) - **Salary:** $171,200.0 - $285,300.0 - **Contract:** Permanent contract - **Skills:** Cloud Computing, Data Conversion, FI-CA, Salesforce.Com, SAP (Applications), SAP CS, SAP Implementation, SAP IS-U, SAP S/4HANA - **Published:** October 18, 2026 - **Apply:** https://dejobs.org/x/x/1EC746D583974BBCAFC8865CEE4E7809/job/ ## About the Role 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, 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%. Ideally, you'll also have * 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. What we look for We seek individuals who are not only technically proficient but also possess the qualities of a leader. Top performers are proactive, adaptable, and committed to continuous improvement. They thrive in collaborative environments and are passionate about delivering exceptional results for clients. ## Description 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.