Client Engagement and Support Manager

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

(Key skills: Client Engagement, Application Support, IT Operations, SLA Management, Stakeholder Management, Escalation Handling, Service Delivery, Relationship Management, JIRA, Wealth Management Technology, Digital Marketing Support, Team Leadership)

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.

In this role, you'll act as the key liaison between clients and internal teams, managing escalations, providing regular service updates, and ensuring SLAs are consistently met. You will oversee ticket management and resolution workflows, lead service performance reviews, and champion client needs within the organisation. With a strong understanding of the platform's features, architecture, and core use cases, you'll be able to translate technical details into clear, client-friendly updates, enabling clients to effectively communicate with their own stakeholders.

Your remit will also include managing IT operational responsibilities such as system upgrades, patching schedules, uptime monitoring, database management, and performance optimisation. You'll ensure high availability and reliability for all client environments, while also driving improvements to operational processes, runbooks, and service documentation.

The role will see you leading both UK-based and international teams, managing resources across time zones, and facilitating effective communication between support, development, QA, and IT. You'll use tools like JIRA to produce and present analytics on service performance, ticket trends, and SLA compliance-helping identify opportunities for improvement and future product enhancements.

To succeed, you will bring 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. You will have exceptional stakeholder management skills, experience with service delivery in a technology environment, and the confidence to present in client service reviews. Knowledge of the investment or wealth management sector will be highly beneficial.

This is an excellent opportunity to join a forward-thinking technology business where your leadership will directly influence client satisfaction, operational performance, and product success.

Location: London, UK / Hybrid working

Salary: £60,000 - £70,000 + Bonus + Benefits

Applicants must have the right to work in the UK.

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