Service Delivery Specialist

CelcomDigi Bhd; Petaling Jaya; On-site; MYR 50,000 - 80,000; Full time

Job summary

CelcomDigi, Malaysia’s leading telco-tech company, invites you to join the Service Planning team. You will translate business needs into configuration for core systems, enabling rapid deployment of mobile plans and subscriptions.

You will gather requirements, design solutions, document user journeys, and validate configurations across CRM and CBS, while partnering with business owners and technology teams to ensure smooth delivery.

Qualifications

• Strong knowledge of telecommunications business processes and core platforms, including CRM and CBS.
• Extensive experience supporting end-to-end product development, coordinating cross-functional stakeholders, and managing delivery activities using Agile practices and tools such as JIRA.
• Proven track record of successfully supporting rapid GTM launches and responding to urgent business requirements, ensuring timely execution while maintaining quality and operational efficiency.

Responsibilities

• Work with business and technology stakeholders to gather, assess, and refine service/change requests, translating business requirements and GTM initiatives into system configuration requirements.
• Develop solution designs and comprehensive technical specifications, ensuring business requirements, user journeys, and system impacts are clearly documented.
• Analyze product concepts and implement configurations across core telco platforms (e.g., CRM, CBS) and digital channels to support new products and services.
• Partner with business owners and technology teams to ensure solution requirements are understood, validated, and implemented effectively across impacted systems.
• Maintain accurate and up-to-date product matrices, providing comprehensive visibility of configured products, services, and dependencies across platforms.
• Review and validate test plans and test outcomes across pre-production and production environments to ensure successful and error-free service launches.
• Proactively troubleshoot and resolve configuration-related issues identified during testing and post-launch activities, minimizing business and customer impact.
• Conduct feasibility assessments and proof-of-concept (POC) activities for new initiatives, providing recommendations based on platform capabilities, technical constraints, and business objectives.

Skills

Telco processes

System integrations

Agile practices

JIRA

Cross-functional collaboration

Product development support

Tools

JIRA

Job description

Job Description

The Service Planning team serves as the key bridge between business and technical functions, translating business needs into actionable configuration solutions for core systems, without direct coding. They ensure that business demands are addressed in the most efficient manner through configuration, enabling rapid deployment of services like mobile plans and subscriptions.

Responsibilities

• Work with business and technology stakeholders to gather, assess, and refine service/change requests, translating business requirements and GTM initiatives into system configuration requirements.
• Develop solution designs and comprehensive technical specifications, ensuring business requirements, user journeys, and system impacts are clearly documented.
• Analyze product concepts and implement configurations across core telco platforms (e.g., CRM, CBS) and digital channels to support new products and services.
• Partner with business owners and technology teams to ensure solution requirements are understood, validated, and implemented effectively across impacted systems.
• Maintain accurate and up-to-date product matrices, providing comprehensive visibility of configured products, services, and dependencies across platforms.
• Review and validate test plans and test outcomes across pre-production and production environments to ensure successful and error-free service launches.
• Proactively troubleshoot and resolve configuration-related issues identified during testing and post-launch activities, minimizing business and customer impact.
• Conduct feasibility assessments and proof-of-concept (POC) activities for new initiatives, providing recommendations based on platform capabilities, technical constraints, and business objectives.

Requirements

• Strong knowledge of telecommunications business processes and core platforms, including CRM and CBS, with the ability to understand and manage system integrations across complex telco landscapes.
• Extensive experience supporting end-to-end product development, coordinating cross-functional stakeholders, and managing delivery activities using Agile practices and tools such as JIRA.
• Proven track record of successfully supporting rapid GTM launches and responding to urgent business requirements, ensuring timely execution while maintaining quality and operational efficiency.

Next Steps

At CelcomDigi, we aspire to be Malaysia’s leading telco-tech company — the nation’s digital growth engine — powering transformation through 5G, AI, and innovation that impacts over 20 million customers. Here, your role goes beyond work. It’s about enabling businesses to thrive, connecting communities, and advancing society, as we build a brand rooted in trust, reliability and customer excellence. Aligned with our employer value proposition, Grow with Purpose. Build with Trust, you’ll have the opportunity to innovate responsibly and create digital solutions that truly make a difference. If you're driven, future focused, and ready to be part of something bigger, we want you on our team.

Let’s advance and inspire Malaysia together! #WeAreCelcomDigi

Follow CelcomDigi on LinkedIn and vote for us as Malaysia’s Most Preferred Employer at the GRADUAN Brand Awards.

CelcomDigi is an equal opportunity employer, and committed to promote employment practices that are transparent, objective and fair.