Strategic Service Manager

Layer 9 • Suffolk, VA

8d

About The Position

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.

Requirements

• Experience leading client-facing teams.
• Proven ability to optimize processes and deliver measurable results.
• Strong operational knowledge (ITIL, EOS, or TruMethods is a plus).
• Excellent communication and conflict resolution skills.
• Comfort balancing strategic planning with tactical execution

Nice To Haves

• Experience in an MSP or IT Services company is a plus
• Strong operational knowledge (ITIL, EOS, or TruMethods is a plus).

Responsibilities

• 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.

Benefits

• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed