Manager, Service Assurance II

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    "requisitionDescription": "<div><div><p>&nbsp;&nbsp;The Service Assurance Manager II role is critical for the success of our<br>  Enterprise line of business, with responsibility for owning customer<br>  relationships and proactively managing all aspects of customer specific<br>  network performance. The role comes into play with the sale of Managed<br>  Services to Alaska Communications’ customers and is introduced to customers<br>  as their advocate and proactive owner within Alaska Communications of their<br>  network performance. Requires significant interaction with various internal<br>  groups including Sales, Service Delivery, Network Management, Operations,<br>  Engineering, etc. Requires leadership in coordinating and facilitating across<br>  these various areas to meet customer needs and is expected to be a strong<br>  individual contributor. The Service Assurance Manager II typically performs<br>  tasks characterized by greater complexity and sensitivity and having more<br>  impact to the organization.<br><br>    ESSENTIAL FUNCTIONS <br><br>    Reasonable Accommodations Statement <br><br>    To perform this job successfully, an individual must be able to perform<br>  each essential duty satisfactorily. Reasonable Accommodations may be made to<br>  enable qualified individuals with disabilities to perform the essential<br>  functions.<br><br>    Essential Functions Statement(s) <br><br>    •&nbsp;&nbsp;&nbsp;&nbsp;Ensures the accuracy and completeness of appropriate customer<br>  information, including services and circuits' inventory, contact and<br>  escalation information, Service Level Agreement information, etc. <br><br>    •&nbsp;&nbsp;&nbsp;&nbsp;Acts as customer's advocate within Alaska Communications and is the<br>  proactive owner within Communications of the customer's network performance.<br>  <br><br>    •&nbsp;&nbsp;&nbsp;&nbsp;Proactively monitors customer specific network performance. <br><br>    •&nbsp;&nbsp;&nbsp;&nbsp;Creates customer facing network performance reports, and ensures that<br>  customer facing web portal is updated per requirements or specifications.<br>  <br><br>    •&nbsp;&nbsp;&nbsp;&nbsp;Build and lead staff/teams - Hire and lead a team of staff or multiple<br>  teams with background and experience in performance development, evaluations,<br>  etc. <br><br>    •&nbsp;&nbsp;&nbsp;&nbsp;Manages customer relationships as it relates to proactively managing the<br>  services we provide, and responds to customer issues escalating them within<br>  ACS on behalf of the customer. <br><br>    •&nbsp;&nbsp;&nbsp;&nbsp;Prepares and delivers professional presentations to customers using<br>  various network management and reporting tools. <br><br>    •&nbsp;&nbsp;&nbsp;&nbsp;Works closely with other departments to ensure the most efficient<br>  business process from end to end for delivery of Managed Services. <br><br>    •&nbsp;&nbsp;&nbsp;&nbsp;Ensures all service level agreement metrics are measured and reported in<br>  a timely manner at the individual customer level. <br><br>    •&nbsp;&nbsp;&nbsp;&nbsp;Manages project level budgets and resources as well as vendor and<br>  internal resources for project execution. <br><br>    •&nbsp;&nbsp;&nbsp;&nbsp;Mentor and coach individuals or teams, develop skills, identify<br>  developmental opportunities and invest in building high performing teams.<br>  <br><br>    •&nbsp;&nbsp;&nbsp;&nbsp;Other duties as assigned. <br>  <br><br>    Education: Bachelor's degree in Engineering (BSE), Business or a closely<br>  related field. Degree requirement may be substituted for experience on a<br>  year-for-year basis. <br> <br><br>    Experience: Six (6) years of applicable experience. Experience delivering Managed Services to<br>  Customers, including driving proactive management approach designed to seek<br>  out win-win opportunities for the Customer and Alaska Communications.<br>  Experience in documenting processes used in all aspects of Managed Services.<br>  Experience in support of business development, sales, product line<br>  management, and marketing organizations, customer and executive<br>  presentations, and RFP responses. Experience in proactive performance<br>  management of communication networks including proactive network performance<br>  analysis, customer network performance reporting, configuration management,<br>  and web portal services. Equivalent education and training may be substituted<br>  for experience on a year to year basis.&nbsp;&nbsp;</p>\n</div></div>\n",
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