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

About the role

The End-to-End Service Order Orchestration SME will provide domain expertise for designing, customizing, validating, and rolling out a client’s service order management capability. The role ensures the platform supports the full lifecycle of service requests, from intake through fulfillment, field execution, tracking, and reporting.

Key responsibilities

• Define and validate the end-to-end service order lifecycle, including intake, creation, feasibility, approvals, assignment, fulfillment, completion, and closure.
• Analyze current operational processes, identify pain points, and design target-state workflows.
• Establish orchestration rules covering statuses, transitions, SLAs, approvals, escalations, dependencies, and exception handling.
• Support design and optimization of workflows for service delivery, infrastructure deployment, field operations, task management, and reporting.
• Provide input for functional specifications, workflow diagrams, process maps, user stories, and acceptance criteria.
• Assist with UAT preparation, test scenario development, defect review, validation, and business sign‑off.
• Advise on operational controls, governance, handover points, escalation paths, and compliance.
• Support training, change management, user adoption, and operational readiness for service order users.
• Act as liaison between operational SMEs, business stakeholders, and technical implementation teams.

Required profile

• 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 understanding of service order management, fulfillment processes, workflow orchestration, provisioning, approvals, operational governance, and SLA management.
• Experience in telecom service delivery, network rollout, site acquisition, civil works, fiber deployment, or related domains is highly desirable.

Required skills