Service Order Orchestration SME (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 comprehensive service order management capability. You will work closely with business stakeholders, architects, analysts, developers, and operational users to translate operational processes into effective system workflows.

Key responsibilities

• Define and validate the complete service order lifecycle, from request intake to closure.
• Analyze current operational processes, identify pain points, and design target-state workflows.
• Define orchestration rules, including statuses, transitions, SLAs, approvals, escalations, and exception handling.
• Support the design and optimization of client workflows for service delivery, infrastructure deployment, field operations, and reporting.
• Provide input for functional specifications, workflow diagrams, user stories, and acceptance criteria.
• Validate that customizations and workflow implementations meet business and governance requirements.
• Assist with UAT preparation, test scenario development, defect review, and business sign‑off.
• Advise on operational controls, governance, escalation paths, and process compliance.
• Support training, change management, user adoption, and operational readiness.
• Act as liaison between operational SMEs, business stakeholders, and technical teams.

Required profile

• Bachelor’s degree in Telecommunications, Engineering, Information Systems, Business Administration, Operations Management, or a 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, governance, and SLA management.
• Experience in telecom service delivery, network rollout, site acquisition, civil works, fiber deployment, or related domains is highly desirable.
• Experience supporting digital transformation, workflow automation, and ERP initiatives.

Required skills

• Service Order Management
• Workflow Orchestration
• ERP systems