Technical Manager, Service Operations & Order Management

Who We Are

Acumera is now Scale Computing! Scale Computing is a global leader in edge computing, hyperconverged infrastructure, and managed networking solutions. We deliver innovative, secure, and scalable technology that powers critical operations worldwide.

About the Role

This leadership role requires exceptional analytical and communication skills to drive operational efficiency across critical post-sale functions. The Manager will be responsible for overseeing order management and transaction processing teams, with a primary focus on standardizing, documenting, and training personnel on best practices to achieve operational scale.

Work Timings: US Timings

Key Responsibilities

1. Process Leadership & Documentation 

· Standardize and Govern: Lead the initiative to build, document, and standardize operational workflows across all teams (Order Management, Transaction Processing).

· Create a Single Source of Truth: Establish and maintain a central, accessible knowledge base (e.g., Confluence/Jira) for all standard operating procedures (SOPs), ensuring they are clear, accurate, and kept up-to-date.

· Lead Training & Adoption: Design, develop, and deliver effective training programs for both new and existing team members based on documented processes to ensure consistency and quality.

· Drive Process Improvement: Proactively identify systemic bottlenecks, eliminate redundant steps, and collaborate with internal stakeholders (Sales, Logistics) to optimize overall Order Management efficiency.

2. People & Performance Management

· Team Leadership: Provide direct leadership, coaching, and mentorship to Transaction Processing and Order Management teams

· Quality & Consistency: Implement rigorous quality assurance and control measures (audits, monitoring) to ensure exceptional accuracy and attention to detail across all data entry and scheduling functions.

· Performance Measurement: Develop and implement clear, actionable KPIs focused on speed, accuracy, and efficiency (e.g., order processing cycle time, data entry error rates) and report performance to leadership.

3. Operational Oversight

· Order Management & Data Integrity: Oversee teams responsible for reviewing and processing customer contracts and sales order data, ensuring data accuracy and completeness across CRM (Microsoft Dynamics), HubSpot, and other operational systems.

Required Skills & Experience

Communication & Documentation Excellence

· Exceptional English Written & Verbal Communication Skills required to document complex technical and operational processes clearly and interact effectively with US-based stakeholders, customers, and partners.

· Demonstrated ability to design and lead training sessions for operational teams, effectively translating documented procedures into high-quality execution.

· Proven track record in building, writing, and maintaining formal process documentation (SOPs) and knowledge bases (e.g., using Confluence or similar platforms).

· Team management and coaching skills for building and leading high performing, collaborative teams with a commitment to accuracy and accountability.

Technical & Leadership Qualifications

· 5+ years of progressive operational leadership experience, preferably within the Telecom, MNSP, or complex B2B Services sector.

· 3+ years of direct people management experience required.

· Process Discipline: Deep knowledge of continuous improvement methodologies and experience with business process analysis and change management.

· Systems Fluency: Strong working knowledge of CRM, HubSpot, Salesforce, Jira/Confluence, and order-to-cash operational support systems (OSS).

Success Metrics

This role will be evaluated on demonstrated leadership and measurable improvements across the following core areas:

· Process Documentation & Governance: Establishing and maintaining comprehensive, high-quality Standard Operating Procedures (SOPs) that drive consistency and serve as the single source of truth for the organization.

· Operational Velocity & Data Integrity: Achieving measurable gains in transaction processing speed (Cycle Time) while simultaneously driving down the Data Entry Error Rate (DEER) across critical systems.

· Team Development & Adoption: Fostering a high-performance environment, reflected by strong team satisfaction scores and achieving high compliance rates with newly implemented processes and training initiatives.

· Training Effectiveness: Designing and delivering educational programs that demonstrate a clear, positive impact on team capability and measured execution quality post-training.

Direct Reports

· Transaction Processing Specialists

· Order Management Analysts

Perks of Acumera

Group medical insurance.

Paid company holidays.

Casual dress code

Cab facilities for employees working in shifts.

Fully stocked snacks at office.

Vibrant and Inclusive Workplace Atmosphere.

Flexible work environment and an opportunity to grow as we grow.