Strategic Service Manager

Job Description

Job Description

Salary:

ABOUT LAYER 9

At Layer 9,were building more than IT services,werebuilding trust. Our culture is built on collaboration, accountability, and continuous improvement. We Work Hard by delivering world-class customer experiences andcutting-edgesolutions. We Play Hard with team and family events, personal growth opportunities, and benefits that protect your time and well-being.

STRATEGIC SERVICE MANAGER

Werelooking for astructured, detail-oriented leader to guide our client-facing account management teams.Thisrole is perfect for someone who thrives onclarity, process, and measurable resultswhile developing others to do the same.

Youllbe responsible for ensuring our proactive service model delivers client strategy, stronger technology alignment, and a greater client experience. Success in this role meansbuilding efficient systems, setting clear expectations, and holding teams accountabletohigh standards.

WHAT YOU'LL DO

• Lead, coach, and develop cross-functional service teams.

• Establish clear roles, KPIs, and development paths.

• Standardize andoptimizeworkflows toeliminateinefficiency.

• Ensure proactive client services reduce issues and add measurable value.

• Partner across departments to ensure seamless end-to-end service delivery.

• Use performance metrics to drive accountability and improvement.
  

WHAT YOU BRING

• Experience leading client-facing teams. (Experience in an MSP or IT Services company is a plus)

• Proven ability tooptimizeprocesses and deliver measurable results.

• Strong operational knowledge (ITIL, EOS, orTruMethods is a plus).

• Excellent communication and conflict resolution skills.
  Comfort balancing strategic planning with tactical execution

WHY JOIN LAYER 9

• A culture of accountability and collaboration.

• Career growth paths with technical and leadership development.

• Competitive pay and benefits, including PTO designed for balance.

• Opportunities to implement your ideas and make a measurable impact
  

Thank you for taking the time to apply with us.We are looking forward to hearing from you. Step two of the application process is to complete a Culture Index that you can find HERE.