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
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People Management
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Lead and develop a team of Client Support Specialists through regular one to ones, performance reviews, and career development conversations.
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Identify training needs and arrange development for individuals and the wider team.
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Conduct interviews, onboard new hires, and contribute to team growth planning.
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Manage shift coverage and resource allocation, including project commitments.
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Client Relationship Management
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Act as a senior point of contact for clients, particularly during escalations or when an account becomes sensitive.
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Build and maintain relationships with key client stakeholders, identifying opportunities to deepen engagement.
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Case and Escalation Oversight
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Provide oversight on escalated cases, ensuring severity and client impact are correctly assessed and that the right people are involved.
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Ensure cases are accurately tracked and updated and recognise when a team member needs senior support or workload reallocation.
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Identify when service levels or product quality are being called into question and escalate promptly.
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Internal Stakeholder Management
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Work closely with Product, Development, Sales, and Account Management to drive resolution of client issues.
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Represent the voice of the client internally and feed back trends, opportunities, and risks to relevant stakeholders.
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Identify gaps in process and work with counterparts across the business to address them.
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Set appropriate boundaries with other teams while maintaining strong working relationships.
Knowledge and Experience
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Bachelor's degree.
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Experience in a client facing role within market data, financial technology, or a similar technical environment.
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Demonstrated experience managing or leading a team, with strong coaching and development skills.
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Excellent written and verbal communication skills, with the ability to handle senior client stakeholders confidently.
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Strong troubleshooting and problem-solving aptitude.
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Understanding of networks and core computing concepts.
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Knowledge of Unix and shell scripting is desirable.
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Exposure to front office trading or market data environments is desirable.
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Knowledge of financial markets and associated terminology is beneficial.
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Business level fluency in English (written and spoken) is essential. Proficiency in French, Spanish, Japanese, Mandarin, or Korean would also be highly desirable.
