SME – Service Order Orchestration (End-to-End)

Job Summary

The SME for End-to-End Service Order Orchestration will provide expertise in designing, customizing, validating, and deploying the client’s service order management platform. This role ensures the platform supports the full lifecycle of service orders from request to closure and reporting, collaborating with various stakeholders to translate operational processes into system workflows.

Responsibilities

• Define and validate the complete service order lifecycle including intake, creation, feasibility, approvals, assignment, fulfillment, and closure.
• Collaborate with business teams to analyze current processes, challenges, and target workflows.
• Establish orchestration rules covering statuses, transitions, SLAs, approvals, escalations, dependencies, and exceptions.
• Support design and optimization of workflows for service delivery, infrastructure deployment, field operations, task management, and reporting.
• Contribute to functional specifications, workflow diagrams, process maps, user stories, and acceptance criteria.
• Validate that platform customizations meet business, operational, and governance needs.
• Assist in UAT preparation, test scenario creation, defect review, validation, and business sign-off.
• Advise on operational controls, governance, handover points, escalation paths, and compliance.

Requirements

• Bachelor’s degree in Telecommunications, Engineering, Information Systems, Business Administration, Operations Management, or related field.
• 8+ years of experience in telecom operations, infrastructure delivery, service delivery, field operations, or order management.
• Strong knowledge of service order management, fulfillment, workflow orchestration, provisioning, approvals, governance, and SLA management.
• Experience in telecom service delivery, network rollout, site acquisition, civil works, fiber deployment, or related operations is highly desirable.
• Experience supporting digital transformation, workflow automation, ERP, CRM, OSS/BSS, or service/order management platform projects.
• Experience in UAT activities, business process design, system validation, and operational acceptance.
• Strong analytical, documentation, stakeholder management, and process improvement skills.
• Ability to connect operational business needs with technical delivery and implementation teams.
• Experience working in Agile, hybrid, or structured project delivery environments is advantageous.
• Strong communication and facilitation skills with technical and non-technical stakeholders.
• ITIL, TM Forum, Lean Six Sigma, Business Process Management (BPM), and Agile/Scrum certifications are preferred.

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