Manager, Client Support - Intercontinental Exchange

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.