Manager, Client Support

Job Description:

Job Purpose

ICE Data Services is looking for an experienced Client Support Manager to lead a team supporting our real-time market data products. Based in London, the role combines people leadership, client relationship management, and technical oversight across time-sensitive, mission critical services. The ideal candidate brings a strong record of managing client facing technical teams alongside a solid grounding in market data, networks, and trading environments.

Responsibilities

People Management

Lead and develop a team of Client Support Specialists through regular one to ones, performance reviews, and career development conversations.

Identify training needs and arrange development for individuals and the wider team.

Conduct interviews, onboard new hires, and contribute to team growth planning.

Manage shift coverage and resource allocation, including project commitments.

Client Relationship Management

Act as a senior point of contact for clients, particularly during escalations or when an account becomes sensitive.

Build and maintain relationships with key client stakeholders, identifying opportunities to deepen engagement.

Case and Escalation Oversight

Provide oversight on escalated cases, ensuring severity and client impact are correctly assessed and that the right people are involved.

Ensure cases are accurately tracked and updated and recognise when a team member needs senior support or workload reallocation.

Identify when service levels or product quality are being called into question and escalate promptly.

Internal Stakeholder Management

Work closely with Product, Development, Sales, and Account Management to drive resolution of client issues.

Represent the voice of the client internally and feed back trends, opportunities, and risks to relevant stakeholders.

Identify gaps in process and work with counterparts across the business to address them.

Set appropriate boundaries with other teams while maintaining strong working relationships.

Knowledge and Experience

Bachelor's degree.

5+ years of experience in a client facing role within market data, financial technology, or a similar technical environment.

Demonstrated experience managing or leading a team, with strong coaching and development skills.

Excellent written and verbal communication skills, with the ability to handle senior client stakeholders confidently.

Strong troubleshooting and problem-solving aptitude.

Understanding of networks and core computing concepts.

Knowledge of Unix and shell scripting is desirable.

Exposure to front office trading or market data environments is desirable.

Knowledge of financial markets and associated terminology is beneficial.

Business level fluency in English (written and spoken) is essential. Proficiency in French, Spanish, Japanese, Mandarin, or Korean would also be highly desirable.