Customer Service Manager – SAP IS-U

. Own the SAP IS-U Customer Service workstream, including target processes, scope, solution decisions, delivery plans, quality, risks, and operational readiness .

Posted 10/16/2026full-timeChicago • United StatesMid-LevelSenior💰 $142,600 - $261,500 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates extensive expertise in SAP IS-U Customer Service, including solution design, delivery, and integration across customer-facing platforms. Proven ability to lead cross-functional teams, manage customer service processes, and ensure operational readiness in utility customer operations.

Highest-signal resume keywords

SAP IS-U Customer ServiceFunctional Workstream LeadershipCustomer Process DesignIntegration with Billing and CRMCustomer-Service Data Conversion

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

SAP IS-UCustomer Journey DesignFunctional Specifications DevelopmentTesting Strategy and ExecutionData Mapping and ValidationService-Level ControlsCutover PlanningOperational ReadinessRequirements GatheringSolution Documentation

Soft Skills

Analytical SkillsProblem-SolvingFacilitationDecision-MakingWritten CommunicationVerbal Communication

Tools & Technologies

SAP Service Cloud v1SAP Service Cloud v2SalesforceIVR SystemsDigital Self-Service Platforms

Industry Keywords

Utility Customer OperationsRegulatory RequirementsDeregulated Utility ProcessesOmnichannel IntegrationsCustomer Experience Transformations

Tech Stack

Tools & technologies

Cloud

About the role

Key responsibilities & impact

Own the SAP IS-U Customer Service workstream, including target processes, scope, solution decisions, delivery plans, quality, risks, and operational readiness
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
Drive cross-functional design and integration across Customer Service, 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
Lead end-to-end customer journey and service-process design across channels
Act as functional point of contact for customer-service data conversion activities
Develop and oversee functional specifications, solution documentation, configuration standards, process designs, and key design decisions
Lead and coach functional consultants and coordinate technical, integration, and vendor teams
Drive customer service functional testing strategy, planning, execution, and defect resolution
Manage workstream scope, estimates, dependencies, risks, service impacts, stakeholder decisions, and escalations
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 and transformation priorities

Requirements

What you’ll need

Bachelor’s degree
Typically 4 to 6 years of SAP IS-U or SAP Utilities experience
3+ years leading a functional workstream or team
Deep functional knowledge of SAP IS-U Customer Service and utility customer operations
Experience owning SAP IS-U Customer Service solution design and delivery through implementation, testing, deployment, and stabilization
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 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
Experience leading cross-functional teams and managing dependencies and risks
Flexibility and willingness to travel to meet client needs; estimated travel is 40-60%
Strong analytical, problem-solving, facilitation, decision-making, written communication, and verbal communication skills
Prior consulting experience preferred
Experience with external integrations between SAP S/4HANA and Salesforce or similar CRM/customer platforms preferred
Experience with regulated and deregulated utility customer service processes preferred
Experience with digital self-service, IVR, correspondence, contact center, or omnichannel integrations preferred
Experience supporting large-scale utility customer operations or customer-experience transformations preferred
Experience leading cross-functional utility transformation programs preferred
Knowledge of utility regulatory requirements and market operations preferred

Benefits

Comp & perks

Medical and dental coverage
Pension and 401(k) plans
Paid time off options
Flexible vacation policy
EY Paid Holidays
Winter/Summer breaks
Personal/Family Care leave
Other leaves of absence
Professional growth opportunities
Inclusive culture
Reasonable accommodation for qualified individuals with disabilities