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.
• 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.