Client Engagement and Support Manager

Noir; England; Hybrid; GBP 60,000 - 67,000; Full time

Job summary

A leading financial technology provider in London is seeking a Client Engagement & Support Manager. This pivotal role focuses on client communication and operational leadership while leading a team of Application Support Analysts. The ideal candidate should have extensive experience in client engagement and technical oversight within a technology environment. The position offers a salary of £60,000 – £67,000 plus bonuses and benefits, with a hybrid work model.

Benefits

Bonus

Benefits

Qualifications

• 7–10 years of experience, including three years in a client-facing leadership role.
• Experience managing application support or technical support teams.
• Knowledge of the investment or wealth management sector is highly beneficial.

Responsibilities

• Act as the key liaison between clients and internal teams.
• Oversee ticket management and resolution workflows.
• Manage IT operational responsibilities such as system upgrades.
• Lead both UK-based and international teams.

Skills

Client-focused leadership

Stakeholder management

Technical oversight

Service delivery

Tools

JIRA

Job description

Overview

Client Engagement & Support Manager – Financial Technology – London / Hybrid

Are you a client-focused leader who thrives on building trusted relationships, ensuring service excellence, and leading high-performing teams? Do you want to work at the heart of a business serving some of the most respected names in the investment and wealth management sector? This role offers the perfect balance of operational leadership, client-facing engagement, and technical oversight.

Our client, a rapidly expanding financial technology provider, is seeking a Client Engagement & Support Manager to lead their Application Support Analysts and IT Operations team. This is a pivotal role responsible for maintaining exceptional service levels, overseeing client communications, and ensuring smooth delivery of both support and operational functions.

Responsibilities

• Act as the key liaison between clients and internal teams, managing escalations, providing regular service updates, and ensuring SLAs are consistently met.
• Oversee ticket management and resolution workflows, lead service performance reviews, and champion client needs within the organisation.
• Translate technical details into clear, client-friendly updates, enabling clients to effectively communicate with their own stakeholders.
• Manage IT operational responsibilities such as system upgrades, patching schedules, uptime monitoring, database management, and performance optimisation.
• Ensure high availability and reliability for all client environments, while driving improvements to operational processes, runbooks, and service documentation.
• Lead both UK-based and international teams, manage resources across time zones, and facilitate effective communication between support, development, QA, and IT.
• Utilise JIRA to produce analytics on service performance, ticket trends, and SLA compliance—helping identify opportunities for improvement and future product enhancements.

Qualifications

• 7–10 years of experience, including at least three years in a client-facing leadership role and two or more years managing application support or technical support teams.
• Exceptional stakeholder management skills, with experience in service delivery within a technology environment.
• Confidence to present in client service reviews.
• Knowledge of the investment or wealth management sector is highly beneficial.

Location & Compensation

Location: London, UK / Hybrid working

Salary: £60,000 – £67,000 + Bonus + Benefits

Applicants must have the right to work in the UK.