News

14th June 2022

We're recruiting - Client Service Manager

About Datum

Datum Datacentres provides leading-edge carrier and cloud neutral colocation datacentre services to enterprise clients and service providers. Our highly engineered datacentre is trusted as a secure environment for our clients’ business-critical IT and a carrier neutral provider of connections to networks and cloud service providers.

Launched in 2013, Datum delivers always-on availability, robust security, and enterprise class colocation, and now has an impressive client list colocated within our data halls. Over 35 organisations from both the private and public sector are represented, serving vertical markets from finance and insurance through IT security services and defence, and including several companies from the FTSE 250 and Fortune 500.

Located within the high security Cody Technology Park in Farnborough, Datum’s flagship facility (FRN1) has capacity for more than 1,000 colocation racks. Our state-of-the-art technology and advanced cooling design deliver enhanced environmental efficiencies and support high density computing. A strong client focus is embodied by our exceptional service management and the assurance of a 100% uptime SLA to deliver always-on availability to clients. Our highly secure datacentre offering is further supported by the provision of 24x365 helpdesk and remote hands services.

Service management quote about service excellence

Benefits

We offer an attractive package to potential applicants:

  • Competitive base salary + variable and standard company benefits
  • 25 days annual leave
  • Life assurance scheme
  • 5 days annual study leave            
  • Contributory pension            
  • Income protection dcheme
  • Private medical scheme

The role

An exciting opportunity has arisen for an experienced, motivated and enthusiastic Client Service Manager to join our team on a full-time basis, based at Cody Technology Park. Hybrid, flexible working is offered following a successful probationary period. Our 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. The successful applicant will be responsible for maintaining this client-centric service, while consistently striving for excellence in our client service offering. The role joins an established team and full support, and training will be provided to successfully undertake the role. Our Client Service Manager reports into the head of the department and will be responsible for ensuring excellent client service, maintaining strong relationships with clients and third-party vendors, and ensuring ongoing client satisfaction.

The role requires an advocate for both the client and the internal business, representing each at appropriate times to drive stakeholders to reach the common goal.

Service management

  • Creating and delivering service review reports.
  • Leading on client review meetings, presenting client-specific consumption and site performance against SLAs.
  • Managing the ongoing service by liaising closely with other business functions on the client’s behalf to reach project milestones.

 

Solution implementation

  • Onboarding and off-boarding of clients - liaising with the operations team and the client to ensure a successful delivery against agreed timescales.
  • Providing necessary support to new clients as part of our company concierge offering.

 

Service support

  • Managing client documentation updates, service desk tickets, acting as an escalation point for client support issues (working with clients, the operations team and third parties).
  • Assisting with major incident activities, where necessary.
  • Managing client feedback and the implementation and successful delivery of SIPs.

 

Client satisfaction

  • Working closely with the necessary departments and clients of varied seniority to ensure ongoing client satisfaction.
  • Assisting in measuring client satisfaction by producing annual NPS surveys.

 

Contract management

  • Managing client orders and client contracts in our billing tool.
  • Liaising with our Finance Manager in a timely manner to notify any changes to upcoming billing.
  • Liaising with our sales team to keep abreast of any incoming contract changes.

 

Sales support

  • Answering inbound sales queries and dealing with day-to-day sales activities.
  • Assisting the sales team with management of opportunity to sale documentation.
  • Managing in-house product, service and inventory directories on our business management system.

 

Communications

  • Working with the operations team to proactively drive the process for sending client communications in a professional and timely manner, including maintenance notifications (PPMs) and general site information.

The ideal candidate

Key to this role is the personality, confidence and drive to take ownership of ensuring successful service management on an ongoing basis. This role is client-facing, so applicants should be personable, friendly, and highly organised. Excellent written and verbal communication are essential. Applicants should be comfortable with communicating with a varied client base.

  • Degree educated and/or relevant experience.
  • A well-motivated, resilient and tenacious individual with an eye for detail whilst managing a varied and busy workload.
  • Persuasive with good presentation and influencing skills, with the ability to retain composure and flexibility under pressure.
  • Accuracy and meticulousness in performing assigned tasks, is essential.
  • A team player and relationship-builder (both internal and external).
  • Very keen to learn and develop their already established professional service management career, with the ability to develop a good understanding of the colocation space, and its features and benefits.
  • Understanding of the generic messages surrounding IT, outsourcing and/or colocation selling.
  • Commercially astute – able to relate to mid-level IT and business functions.
  • Consistent achievement or overachievement against targets.
  • Capability to work independently and as part of a small team.
  • Proven experience in delivering high-quality client-centric service.
  • Good understanding and experience of working with a CRM/business management system.
  • Excellent IT skills and proficiency in MS Suite, particularly Word & Excel.

 

Advantageous skills:

  • Experience in colocation datacentre service management.
  • Basic understanding of datacentre functions and processes.
  • Awareness and good understanding of accreditation processes.

If you think you would be suited to this role and are excited by the opportunity of joining a rapidly growing pure play retail colocation business, then we would love to hear from you.

Please submit your CV and covering letter to info@datum.co.uk to be considered for this role. We will contact applicants to let them know whether they are being invited for interview.

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