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.