Manager, Service Assurance II

The Service Assurance Manager II role is critical for the success of our
Enterprise line of business, with responsibility for owning customer
relationships and proactively managing all aspects of customer specific
network performance. The role comes into play with the sale of Managed
Services to Alaska Communications’ customers and is introduced to customers
as their advocate and proactive owner within Alaska Communications of their
network performance. Requires significant interaction with various internal
groups including Sales, Service Delivery, Network Management, Operations,
Engineering, etc. Requires leadership in coordinating and facilitating across
these various areas to meet customer needs and is expected to be a strong
individual contributor. The Service Assurance Manager II typically performs
tasks characterized by greater complexity and sensitivity and having more
impact to the organization.

ESSENTIAL FUNCTIONS

Reasonable Accommodations Statement

To perform this job successfully, an individual must be able to perform
each essential duty satisfactorily. Reasonable Accommodations may be made to
enable qualified individuals with disabilities to perform the essential
functions.

Essential Functions Statement(s)

• Ensures the accuracy and completeness of appropriate customer

information, including services and circuits' inventory, contact and
escalation information, Service Level Agreement information, etc.

• Acts as customer's advocate within Alaska Communications and is the

proactive owner within Communications of the customer's network performance.

• Proactively monitors customer specific network performance.

• Creates customer facing network performance reports, and ensures that

customer facing web portal is updated per requirements or specifications.

• Build and lead staff/teams - Hire and lead a team of staff or multiple

teams with background and experience in performance development, evaluations,
etc.

• Manages customer relationships as it relates to proactively managing the

services we provide, and responds to customer issues escalating them within
ACS on behalf of the customer.

• Prepares and delivers professional presentations to customers using

various network management and reporting tools.

• Works closely with other departments to ensure the most efficient

business process from end to end for delivery of Managed Services.

• Ensures all service level agreement metrics are measured and reported in

a timely manner at the individual customer level.

• Manages project level budgets and resources as well as vendor and

internal resources for project execution.

• Mentor and coach individuals or teams, develop skills, identify

developmental opportunities and invest in building high performing teams.

• Other duties as assigned.
  

Education: Bachelor's degree in Engineering (BSE), Business or a closely
related field. Degree requirement may be substituted for experience on a
year-for-year basis.



Experience: Six (6) years of applicable experience. Experience delivering Managed Services to
Customers, including driving proactive management approach designed to seek
out win-win opportunities for the Customer and Alaska Communications.
Experience in documenting processes used in all aspects of Managed Services.
Experience in support of business development, sales, product line
management, and marketing organizations, customer and executive
presentations, and RFP responses. Experience in proactive performance
management of communication networks including proactive network performance
analysis, customer network performance reporting, configuration management,
and web portal services. Equivalent education and training may be substituted
for experience on a year to year basis.