Meet Emily Mahon - Datum's Client Service Manager

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Introducing Emily

As Datum expands, so should our service management provision – our pervasive service culture (the ‘Datum difference’) is an integral part of our ethos and is at the core of what differentiates Datum from other colo providers. Emily joined us six months ago so it’s about time we dug a bit deeper to find out what attracted Emily to our organisation and how she’s finding things at Datum.

Tell us a bit about your role at Datum

As Client Service Manager, my role is to assist with the onboarding of new clients, provide ongoing support and ensure that clients are happy with the services we provide – I realised pretty quickly that the Datum team prides itself on not just meeting, but regularly exceeding client expectations, so I relish the opportunity to ensure client satisfaction over time. My daily duties typically involve tracking and analysing data, along with presenting service reviews to clients.

Why Datum?

I completed an apprenticeship in business administration when I left school and have worked within the IT industry ever since. Before I joined Datum I worked for a theatre company based in London as their senior IT coordinator. This entailed supporting their staff with general IT queries, and managing IT contracts, budgets and relationships with third parties. My previous roles have all required good organisation, time management and speaking with clients/suppliers – which have really helped with my role at Datum.

I wanted to be in an IT environment, but somewhere different to where I had been before, and this job role was a new challenge and something that interested me. The world of data centres was new to me, so the prospect of working in such a different environment was exciting. I sensed immediately that the Datum team was very friendly and approachable, and Vicki (Edgley) was particularly friendly during my first interview, so that certainly helped! I’m hoping to bring a lot of enthusiasm to the business. I am a good team player and felt immediately that I could fit in well. I really enjoy working with everyone in the business – everyone is always willing to teach me new things and help me when I need. The job role is very varied day to day which I love as it keeps me on my toes!

Datum has a reputation for delivering excellent client service and the role of Client Service Manager is an integral part of that. I was particularly drawn to the role because it allows for continued professional development – Datum focuses heavily on ongoing training, something that’s imperative in this role to ensure the delivery of top quality service to our clients.

What can Datum's clients expect from the service management team?

Our service management team is central to our service-enhanced colocation provision; a colocation solution that is uniquely aligned to the requirements of individual clients. Our bespoke solutions entail collaboration with clients and partners to ensure that we meet their needs, and include a whole host of service management activities:

  • Onboarding clients and partners to ensure that everything is in place and that their interactions with Datum are positive and productive
  • Working alongside the operations team in service delivery to ensure that all deadlines are met, feeding back any relevant information to clients, and handling any issues as they arise
  • Managing new client relationships. Managing contract information, welcome packs and all the documentation required to make the ongoing relationship with Datum a smooth one
  • Being the first point of contact for all clients and providing support in all its forms. This includes:
    • accountability for all services delivered to clients (Datum’s colo and services provided by third party providers)
    • client communication (such as pre-planned maintenance and general service updates)
    • creation and delivery of monthly service review reports and presenting these in regular service review meetings
    • approving all client charges and monitoring client overages
    • managing the administration of contract renewals
    • involvement on the crisis management team in the event of any major incidents
    • working with the data centre manager on prioritising engineer resources

Is there anything else you'd like to add about your time at Datum so far?

Just to thank everyone for being so welcoming and giving up their time to help me. I like to ask a lot of questions… The first six months have flown by but I feel very confident in my role and am looking forward to seeing what the future holds at Datum.

Talk to us

If you think that moving your IT estate and workloads to a successful and growing service-based colocation data centre is the right thing for your business, please get in touch or arrange a tour of our London edge or Manchester facilities.