What are the responsibilities and job description for the Manager, Client Services Operations position at Intercontinental Exchange Holdings, Inc.?
Overview
Job Purpose
The MSP Integration Manager leads a team of Client Dedicated MSP Integration Consultants responsible for delivering expert product consulting, enhancement support, and high-quality client experiences across the ICE Mortgage Technology MSP platform. This role provides strategic leadership, oversight of project execution, team development, and cross-functional coordination to ensure consistent delivery excellence and alignment with ICE standards.
Responsibilities
- Lead, coach, and develop a team of MSP Integration Consultants, ensuring high performance and professional growth.
- Oversee client enhancement testing and implementation, ensuring alignment with ICE production deadlines and quality standards.
- Review and approve project documentation, testing plans, and client-facing deliverables.
- Facilitate resolution of escalated client issues and defects, partnering with product management, development, and support.
- Provide strategic consultation to clients on MSP best practices, process improvements, and technology changes.
- Ensure consistent execution of ICE methodologies, operational standards, and customer experience expectations.
- Conduct regular team meetings, project reviews, and performance check-ins.
- Monitor workload, allocate resources, and adjust priorities in a fast-paced environment.
- Represent the MSP Integration team in cross-functional product meetings, forums, and leadership discussions.
- Support weekend or after-hours production validation efforts as needed.
- May manage strategic consultants working with client lines of business.
- May require travel
Knowledge and Experience
- 5 years of MSP platform experience, with deep knowledge of ICE Mortgage Technology products.
- 2 years of people leadership or team lead experience preferred.
- Strong understanding of mortgage industry processes and compliance.
- Exceptional communication skills across all levels (executive to individual contributor).
- Proven ability to manage competing priorities in dynamic environments.
- Experience with testing support, integration work, and client-facing consulting.
- Commitment to delivering premier service to high-profile clients.
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Intercontinental Exchange, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to legally protected characteristics.