Manager, Client Support

ICE; Greater London; On-site; GBP 70,000 - 90,000; Full time

Job summary

ICE is seeking an experienced Client Support Manager based in London to lead a team supporting real-time market data products. This role combines leadership, client relationship management, and technical oversight in time-sensitive, mission-critical services.

The ideal candidate will possess over 5 years of relevant experience, demonstrate strong coaching abilities, and excel in communication with senior client stakeholders. A Bachelor’s degree and knowledge of financial markets are essential, while fluency in English, along with other languages, is beneficial.

Qualifications

• 5+ years of experience in a client-facing role within market data or financial technology.
• Demonstrated experience managing or leading a team.
• Business-level fluency in English; proficiency in additional languages is highly desirable.

Responsibilities

• Lead and develop a team of Client Support Specialists.
• Act as a senior point of contact for clients during escalations.
• Provide oversight on escalated cases and ensure client impact assessments.
• Work closely with internal stakeholders to resolve client issues.

Skills

Client relationship management

Team leadership

Technical oversight

Problem-solving

Communication skills

Education

Bachelor’s degree

Tools

Unix

Shell scripting

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, on‑board new hires and contribute to team growth planning.
  • Manage shift coverage, resource allocation and 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 and identify 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 recognize 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.