Director of Customer Service & Delivery

Director of Customer Service & Delivery 

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

About Intuity 

Intuity is one of Ireland’s leading Managed Service Providers, delivering managed IT, cybersecurity, cloud, compliance and digital transformation services to over 300 organisations across Ireland and the UK. We help our customers achieve better business outcomes through technology, exceptional service and 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 deep expertise across 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 customer relationships built 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’re looking for an exceptional leader to shape the future of our customer delivery organisation – setting the direction and standards that ensure customers consistently realise value from Intuity while the business grows profitably and sustainably. 

Reporting to the CEO and joining our Senior Leadership Team, you’ll provide 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’ll work through 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. 

What you’ll own 

• 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. 

About you 

The successful candidate will combine strong leadership, commercial awareness and genuine customer focus with a proven ability to develop people and lead organisational growth and change. You’ll have the operational experience to understand what excellent service delivery takes, without needing to run it day to day. Ideally, you’ll also bring solid Microsoft 365 expertise, 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, customer and team level. 

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

• Personally accountable, collaborative and passionate about continuous improvement. 

The opportunity 

This is a pivotal role in the next stage of Intuity’s growth. You’ll join an established leadership team with strong customer relationships, experienced people and a proven service culture. The goal isn’t to change what has made Intuity successful – it’s to build the capability, leadership and operational scale to take that success to the next level. 

Interested? We’d love to hear from you.