Company Description:
Zea CRM is a modern customer relationship management platform that powers business growth by unifying sales, marketing, and customer care in a single intelligent system. Designed to be scalable and easy to use, it supports organizations of various sizes as they expand into new markets. The platform helps teams collaborate more effectively, streamline customer-facing processes, and gain actionable insights from data. Zea CRM focuses on simplicity, global readiness, and delivering measurable value to its clients.
Role Description:
The Service Delivery Manager is a full-time, on-site role based in Salem, responsible for overseeing the quality and consistency of CRM services provided to clients. In this position, the individual will manage end-to-end service delivery processes, coordinate with cross-functional teams, and ensure that service commitments and SLAs are met. Daily tasks include monitoring service performance, resolving escalations, optimizing workflows, and implementing best practices in IT service management.
The role also involves engaging with customers to understand their needs, driving continuous improvement initiatives, and reporting on service metrics and customer satisfaction to leadership.
Qualifications
Experience in Service Delivery Management, including planning, execution, and improvement of service operations.
Solid focus on Service Delivery and Customer Satisfaction, with a track record of meeting SLAs and improving customer experience.
Knowledge of IT Service Management frameworks and practices, with the ability to apply them in a CRM or SaaS environment.
Proven Customer Service skills, including handling escalations, managing expectations, and building long-term client relationships.
Excellent communication, stakeholder management, and problem-solving abilities.
Experience collaborating with technical and non-technical teams to deliver complex services.
Bachelor’s degree in Business, Information Technology, or a relat
📌 Service Delivery Manager (Salem)
🏢 ZEA CRM
📍 Salem