Airline Systems Manager – Papua New Guinea

(Passenger Service Systems (PSS) and Departure Control Systems (DCS))

Position Overview

Own a busy, growing airline's critical passenger systems from reservation through to boarding. Lead the Helpdesk and Training functions, manage vendors, releases and major incidents, and establish the airline's process, quality and access-governance framework.

• Direct reporting to the General Manager – Commercial.
• Ownership of business-critical airline platforms.
• Leadership of both support and training teams.
• Authority to improve processes, controls and documentation.
• Exposure across Commercial, Airport Operations, IT and the network.
• Opportunity to build a function, rather than merely maintain a system.

The PSS & DCS Manager will be responsible for the effective operation, support, governance and continuous improvement of critical airline passenger technology systems across the network. The role combines aviation systems expertise, operational support, process governance, training, vendor management and team leadership.

This is an excellent opportunity for an aviation professional who enjoys working at the intersection of technology, airline operations and people, and who is looking for a challenging international assignment in a dynamic aviation environment.

Key Responsibilities

• Own and manage the day-to-day operation, configuration and availability of PSS and DCS platforms.
• Act as the primary business owner and subject matter expert for passenger service and departure control systems.
• Coordinate system upgrades, patches, releases and new functionality with technology teams and system vendors.
• Manage user acceptance testing and ensure system changes are properly implemented.
• Monitor system performance and coordinate resolution of outages, incidents and degraded services.
• Develop and maintain PSS/DCS process, policy and procedure documentation.
• Maintain quality assurance standards and ensure procedures remain aligned with current system functionality, IATA requirements and audit findings.
• Lead the PSS/DCS helpdesk function and ensure timely support to system users across the network.
• Manage user access governance and approve system access requests.
• Provide escalation support for complex or high-priority operational incidents.
• Lead the PSS/DCS training function, ensuring training is planned, delivered, recorded and maintained across the network.
• Approve training curricula, manuals and competency assessments.
• Manage relationships with PSS/DCS vendors and service providers, including service levels, support arrangements and issue escalation.
• Work closely with Commercial, Airport Operations, Call Centre, IT, Revenue Accounting and other operational teams.
• Identify opportunities to improve system efficiency, reduce manual processes and enhance the user experience.
• Support implementation of new modules, interfaces and automation initiatives.
• Lead, coach and develop the PSS/DCS support and training team.

What We're Looking For

The ideal candidate will bring a strong combination of airline systems experience, leadership capability and commercial awareness.

Essential

• Bachelor's degree in Information Technology, Business, Aviation Management or a related discipline, or equivalent industry experience.
• Minimum three years' experience working with airline Passenger Service Systems and/or Departure Control Systems.
• Demonstrated experience leading a team, including helpdesk or training functions.
• Experience developing and maintaining process, policy or procedure documentation.
• Strong analytical, reporting and problem-solving capability.
• Excellent written and verbal communication skills.
• Strong working knowledge of PSS and DCS environments.

Desirable

• Previous experience within the aviation or airline industry.
• Experience in commercial airline, airport operations or aviation IT systems.
• Experience delivering systems training or developing training materials.
• Knowledge of IATA reservations, ticketing, fares and departure control standards.
• Experience managing technology vendors and service level agreements.
• Experience with user access governance or IT/system audit requirements.
• Strong Microsoft Office and Excel skills.

Personal Attributes

We are looking for a mature and capable leader who demonstrates:

• Strong people leadership and team-building skills.
• Excellent stakeholder management and communication.
• Strong analytical and problem-solving ability.
• High attention to detail and accuracy.
• Sound judgement and integrity.
• The ability to manage competing priorities and strict operational deadlines.
• A strong customer and service orientation.
• A proactive approach to continuous improvement.

Why Consider This Opportunity?

This is more than a systems management position. It is an opportunity to play a key role in the performance and development of an aviation operation in Papua New Guinea, working across technology, commercial operations, airport operations and frontline passenger services.

Location: Port Moresby, Papua New Guinea

Sector: Aviation / Airline Operations / Technology