AWS MSP Practice Lead (Hands-On)

CloudiQS part of Ik-Systems Limited; Greater London; Remote; GBP 90,000 - 130,000; Full time

Job summary

CloudiQS, part of Ik-Systems Limited, is seeking a Principal AWS MSP Operations & Support Lead to own the customer journey and support delivery. This remote, full-time role focuses on scaling a managed services practice, defining SLAs, and driving retention across SMB and education accounts.

You will lead onboarding, reviews, and automation efforts while mentoring the engineering team to align with AWS MSP best practices.

Qualifications

• Proven experience leading customer support operations within an AWS MSP environment.
• Strong client-facing leadership, managing escalations and service reviews.
• Experience structuring service catalogs and onboarding to grow recurring revenue.
• Hands-on AWS infra familiarity, monitoring, patching, backups, and cloud ticketing systems like Jira Service Desk.
• Ability to mentor engineering teams and communicate with C-level and technical audiences.

Responsibilities

• Own customer onboarding and day-to-day managed services operations.
• Define SLAs and manage incident, problem, and escalation workflows.
• Lead service reviews with SMB/education accounts and identify expansions.
• Mentor engineering teams to automate ticketing, monitoring dashboards, and playbooks.
• Support pre-sales in demonstrating value of managed tiers.

Skills

Customer support ops

Client leadership

Service reviews

SLAs management

Pre-sales support

Service catalogs

AWS infrastructure

Jira Service Desk

Mentoring teams

Cloud ops comms

Tools

Jira Service Desk

Job description

No recruiters, please, and no spamming if you have rescues to share!

Company Description

CloudiQS is an AWS Advanced Consulting Partner that helps small and medium-sized businesses and educational institutions simplify and accelerate their use of AWS technologies. Recognised as the 2024 Fastest Growing AWS Advanced Partner of the Year (UK), the company supports organisations across the UK and EMEA in cloud transformation with speed and precision.

With competencies in Generative AI, Migration, Microsoft Workloads, and Education, CloudiQS delivers low-risk cloud migrations, production-ready AI agents through its Agent Bakery platform, and comprehensive managed services for AWS infrastructure, security, and DevOps. An expert team of 18+ AWS-certified engineers designs cloud solutions that drive measurable business outcomes, including tailored offerings for the education sector and advanced AI agent development.

Role Description

The Principal AWS MSP Operations & Support Lead is a full-time remote role responsible for completely owning the customer journey, technical support delivery, and operational growth of CloudiQS’s managed services practice. This highly impactful hybrid role is for a domain expert who loves leading technical support teams, building strong client relationships, and scaling a recurring-revenue business unit.

Your primary mission is to ensure world-class customer support and drive retention across our SMB and education accounts. You will own customer onboarding, lead day-to-day managed services support operations, define SLAs, and manageincident, problem, and escalation workflows.

As the primary customer lead, you will run regular service reviews, identify expansion opportunities, and support the pre-sales team in demonstrating the value of our managed support tiers to new prospects. To ensure our operations scale efficiently alongside recurring revenue, you will guide and mentor the engineering team to build automated ticketing workflows, central monitoring dashboards, and robust incident response playbooks aligned with AWS best practices and the official AWS MSP Partner Program.

Qualifications

• Proven experience leading customer support operations, helpdesk frameworks, and incident management within an AWS Managed Services Provider (MSP) environment.
• Strong client-facing and customer success leadership skills, with a track record of running service reviews, managing technical SLAs, and handling customer escalations.
• Commercial mindset with experience structuring service catalogs, managing client onboarding, and supporting pre-sales to grow recurring revenue streams.
• Hands-on technical familiarity with AWS infrastructure management, including monitoring/observability tools, patch management, backup governance, and cloud ticketing systems (e.g., Jira Service ).
• Proven ability to mentor, coach, and organize technical engineering teams to foster a culture of high performance, accountability, and rapid customer resolution.
• Ability to effectively communicate cloud operational concepts to both C-level executives and technical audiences within the Education and SMB sectors.
• Relevant active AWS certifications or equivalent framework certifications (e.g., ITIL, AWS Cloud Practitioner / Solutions Architect).