Director of Customer Service & Delivery

Uniting Holding; Galway; On-site; EUR 120,000 - 170,000; Full time

Job summary

Intuity, based in Galway, Ireland, is seeking a Director of Customer Service & Delivery to shape the future of our customer delivery organisation. Reporting to the CEO and a member of the Senior Leadership Team, the role oversees Managed Services, Technical Infrastructure & Project Delivery, Consulting and Compliance, with space to develop service practices and executive relationships.

The successful candidate will combine strategic leadership with commercial awareness and a proven ability to

Qualifications

• Leadership experience at senior level
• Strong commercial acumen and strategic thinking
• Proficiency with Microsoft 365 and related technologies
• Interest in AI-enabled services and innovation

Responsibilities

• Leadership – lead and develop an experienced management team, setting clear direction, standards and accountability, and building the leadership capability to take Intuity to its next stage of growth.
• Service practices & offerings – evolve and expand our service practices, methodologies and offerings, identifying new and recurring services that deepen customer relationships and open growth.
• Customer executive engagement – build trust at senior level, demonstrate Intuity’s pedigree, and act as executive sponsor for key accounts through business reviews and roadmap discussions.
• Technical roadmap – help define the technical direction of our offerings, working closely with our team and key vendors and partners to keep us ahead of the market.
• Commercial ownership – hold P&L accountability for the customer delivery organisation, owning service margin, delivery economics and profitable growth, and balancing exceptional customer outcomes with sustainable commercial performance.

Skills

Leadership

Commercial awareness

Microsoft 365 expertise

AI innovation

Executive engagement

Job description

Director of Customer Service & Delivery

Galway,Ireland | Reporting to theCEO | Member of the Senior Leadership Team

About Intuity

Intuity is one of Ireland’s leading Managed Service Providers, delivering managed IT, cybersecurity, cloud,complianceand digital transformation services to over 300organisationsacross Ireland and the UK. We help our customers achieve better business outcomes through technology, exceptionalserviceand trusted partnerships.

Why Intuity?We pair the scale and pedigree to compete with the culture and customer intimacy of a partner who genuinely cares. Our people are what set us apart:

• 300+ customers across Ireland and the UK, and an ambitious growth plan to 2030.

• A Microsoft-first, security-forward practice with deepexpertiseacross the Microsoft 365 ecosystem.

• Independently accredited to ISO 27001 and Cyber Essentials – we hold ourselves to the standards we set for our customers.

• A proven service culture and long-standing customerrelationshipsbuilt on trust and results.

“Our customers rarely remember the ticket number. They remember how we made them feel.”

The Role

As we continue to grow,we’relooking for an exceptional leader to shape the future of our customer delivery organisation – setting the direction and standards that ensure customers consistentlyrealisevalue from Intuity while the business grows profitably and sustainably.

Reporting to the CEO and joining our Senior Leadership Team,you’llprovide strategic leadership across Managed Services, Technical Infrastructure & Project Delivery, Consulting and Compliance. This is a leadership role, not a day-to-day operational one –you’llworkthrough an experienced management team, giving you the space to develop our service practices, deepen executive customer relationships and help define the technical roadmap for our offerings.

Whatyou’llown

• Leadership – lead anddevelopan experienced management team, setting clear direction, standards and accountability, and building the leadership capability to take Intuity to its next stage of growth.

• Service practices & offerings – evolve and expand our service practices,methodologiesand offerings,identifyingnew and recurring services that deepen customerrelationships and open growth.

• Customer executive engagement – build trust at senior level, demonstrateIntuity’spedigree, and act as executive sponsor for key accounts through business reviews and roadmap discussions.

• Technical roadmap – help define the technical direction of our offerings, working closely with our team and key vendors and partners to keep us ahead of the market.

• Commercial ownership – hold P&L accountability for the customer delivery organisation, owning service margin, delivery economics and profitable growth, and balancing exceptional customer outcomes with sustainable commercial performance.

About you

The successful candidate will combine strong leadership, commercialawarenessand genuine customer focus with a proven ability to develop people and leadorganisationalgrowth and change.You’llhave the operational experience to understand what excellent service delivery takes, without needing to run it day to day. Ideally,you’llalso bring solid Microsoft 365expertise, a passion for AI innovation, and the confidence to engage senior stakeholders, present with impact, and represent Intuity at customer events and industry forums.

• A strategic leader first – commercially astute, with the experience to guide operational teams without managing them day to day.

• Technically credible – with a sound understanding of managed IT and infrastructure, enough to lead and challenge technical teams rather than deliver the work yourself.

• An excellent communicator at board,customerand team level.

• A natural coach and leader of leaders, comfortable makingdifficult decisions.

• Personally accountable,collaborativeand passionate about continuous improvement.

The opportunity

This is a pivotal role in the next stage ofIntuity’sgrowth.You’lljoin an established leadership team with strong customer relationships, experiencedpeopleand a proven service culture. The goalisn’tto change what has made Intuity successful –it’sto build the capability,leadershipand operational scale to take that success to the next level.