Remote AWS MSP Operations Lead | Customer Success & Growth

CloudiQS part of Ik-Systems Limited; Greater London; À distance; GBP 90 000 - 130 000; Plein temps

Résumé du poste

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.

Responsabilités

• 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.

Connaissances

Customer support ops

Client leadership

Service reviews

SLAs management

Pre-sales support

Service catalogs

AWS infrastructure

Jira Service Desk

Mentoring teams

Cloud ops comms

Outils

Jira Service Desk

Description du poste

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.