Strategic Service Manager

About Layer 9

At Layer 9, we’re building more than IT services, we’re building trust. Our culture is built on collaboration, accountability, and continuous improvement. We “Work Hard” by delivering world-class customer experiences and cutting‑edge solutions. We “Play Hard” with team and family events, personal growth opportunities, and benefits that protect your time and well‑being.

We’re looking for a structured, detail‑oriented leader to guide our client‑facing account management teams. This role is perfect for someone who thrives on clarity, process, and measurable results while developing others to do the same.

You’ll be responsible for ensuring our proactive service model delivers client strategy, stronger technology alignment, and a greater client experience. Success in this role means building efficient systems, setting clear expectations, and holding teams accountable to high standards.

• Lead, coach, and develop cross‑functional service teams.
• Establish clear roles, KPIs, and development paths.
• Standardize and optimize workflows to eliminate inefficiency.
• 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.

• Experience leading client‑facing teams. (Experience in an MSP or IT Services company is a plus)
• Proven ability to optimize processes and deliver measurable results.
• Strong operational knowledge (ITIL, EOS, or Tru Methods is a plus).
• Excellent communication and conflict resolution skills. Comfort balancing strategic planning with tactical execution.

• 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.