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 client service order management platform. The role ensures the system supports the full lifecycle of service requests, from intake through fulfillment, field execution, and reporting.

Key responsibilities

• Define and validate the complete service order lifecycle, including intake, feasibility, approvals, assignment, fulfillment, and closure.
• Work with business teams to analyse current processes, identify pain points, and design target‑state workflows.
• Specify orchestration rules such as statuses, transitions, SLAs, escalations, dependencies and exception handling.
• Support UAT preparation, test scenario development, defect review and business sign‑off.
• Act as liaison between operational SMEs, business stakeholders and technical implementation teams to ensure alignment.

Required profile

• Bachelor’s degree in Telecommunications, Engineering, Information Systems or related field.
• 8+ years of experience in telecom operations, infrastructure delivery or order management.
• Strong understanding of service order management, workflow orchestration and SLA governance.
• Experience with digital transformation, ERP/CRM/OSS‑BSS implementations and Agile project environments.

Required skills

• ITIL certification (preferred).
• TM Forum certifications (preferred).
• Lean Six Sigma, Business Process Management, Agile/Scrum certifications (preferred).
• Analytical and documentation skills for process design and validation.