SAP - IS-U Customer Service Manager - Consulting

About This Role

Leading the end-to-end design and delivery of SAP IS-U customer service and customer operations solutions is the core of this consulting role. You will own the Customer Service workstream, define the target service model and functional approach, and translate complex customer and business requirements into scalable solutions. The role involves ensuring alignment across customer journeys, channels, and broader utility processes, and leading functional teams while collaborating with various stakeholders.

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 and maintainable 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 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
• Act as the functional point of contact for customer-service data conversion activities, 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 to ensure consistency and quality across the workstream
• Lead and coach functional consultants, reviewing key deliverables, establishing clear ownership, and coordinating 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, including service start and stop, account changes, service requests, exceptions, billing and payment impacts, and field-work handoffs
• Manage workstream scope, estimates, dependencies, risks, service impacts, stakeholder decisions, and escalations while providing clear options and recommendations to business and technology leaders
• Lead cutover planning, training, procedures, support transition, service metrics, production readiness, and post-go-live stabilization to support a consistent and stable customer experience