PNG Air, renowned for its extensive network covering over 26 destinations throughout Papua New Guinea, operates the largest fleet of ATR 72-600 & ATR 42-600 series aircraft in the region. As the Airline of Choice, we're committed to delivering a world-class experience with competitive fares, unparalleled cargo rates, and a focus on safety and on-time performance for our valued customers and stakeholders.

PSS & DCS Manager

PNG Air is seeking a suitably qualified and experienced PSS & DCS Manager to join its Commercial Department based in Port Moresby.

Reporting to the General Manager – Commercial, the PSS & DCS Manager is responsible for the effective implementation, operation, support and continuous improvement of PNG Air's Passenger Service System (PSS), Departure Control System (DCS) and any other systems that fall under the department's remit. The role leads a dedicated team comprising a Team Leader – Helpdesk, Head of Trainers, Helpdesk Officers and Trainers, ensuring all users across the business are well supported and appropriately trained.

The position is the department's owner of process, policy and quality assurance: it designs and maintains the PSS/DCS (and other systems) Process & Policy Manual, holds overall accountability for the QA and standards framework, and is the final approver of all user access requests to these systems.

The PSS & DCS Manager works closely with the General Manager – Commercial, the Head of Training, IT, and PSS/DCS vendors to ensure systems, processes, documentation and training remain fit for purpose and aligned to PNG Air's operational and commercial objectives.

KEY RESPONSIBILITIES

Systems Management

• Manage the day-to-day operation, configuration and availability of PNG Air's Passenger Service System (PSS) and Departure Control System (DCS).
• Act as the primary business owner and subject matter expert for the PSS and DCS platforms, including reservations, inventory, fares, check-in and departure control functions.
• Coordinate system upgrades, patches, releases and new functionality with the vendor(s) and internal IT, and oversee user acceptance testing prior to deployment.
• Monitor system performance and availability, escalating and managing resolution of outages or degraded service with vendors and IT.

Process, Policy & Quality Assurance

• Design, structure and own the PSS & DCS Process and Policy Manual, covering PSS, DCS and any other system that comes under the department's responsibility.
• Hold overall accountability for the department's QA and standards framework, setting the standards that the Head of Trainers is responsible for maintaining day to day.
• Review and formally approve updates to the Process and Policy Manual, training materials and standard operating procedures before they are published.
• Ensure the manual and associated procedures reflect current vendor functionality, IATA requirements and internal audit findings.
• Periodically audit adherence to documented processes and standards across the Helpdesk and Training teams.

Helpdesk & User Support

• Lead and manage the PSS/DCS Helpdesk function through the Team Leader – Helpdesk, ensuring timely and effective support to all users of PSS and DCS across the network.
• Act as final approver of all user access requests to PSS, DCS and related systems, reviewing and confirming access recommended by the Team Leader – Helpdesk.
• Establish and monitor helpdesk service levels (response and resolution times) and escalation paths.
• Provide a point of escalation for complex or high-priority incidents affecting check-in, boarding or reservations.

Training & Capability Development

• Lead and manage the PSS/DCS Training function through the Head of Trainers, ensuring training is planned, delivered and recorded across the network.
• Approve the training curricula, manuals and competency assessments maintained by the Head of Trainers.
• Ensure training content and standards remain aligned with the guidance of the (external) Head of Training and with current airline, IATA and regulatory requirements.

Vendor & Stakeholder Management

• Act as the key liaison with PSS and DCS vendors and service providers, managing service level agreements, support contracts and issue escalation.
• Work closely with Commercial, Airport Operations, Call Centre, IT, Revenue Accounting and other departments to ensure PSS/DCS systems, processes and documentation support business needs.
• Represent PNG Air in vendor user groups, industry forums and system enhancement discussions relevant to PSS/DCS.

Reporting & Continuous Improvement

• Provide regular reporting on helpdesk performance, training completion, user access activity, system incidents and outstanding issues to the General Manager – Commercial.
• Identify opportunities to improve system efficiency, reduce manual processes, and enhance the user experience of PSS and DCS.
• Support the implementation of new modules, interfaces or automation initiatives across PSS and DCS.

Leadership

• Lead, coach and develop the PSS & DCS team, including the Team Leader – Helpdesk, Head of Trainers, Helpdesk Officers and Trainers, fostering a culture of service, accuracy and continuous improvement.
• Allocate work, set performance expectations and conduct performance reviews for all direct reports.
• Promote collaboration between the Helpdesk and Training functions and across the wider Commercial division.

QUALIFICATIONS/EXPERIENCES

Essential

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

Desirable

• Experience within the aviation industry, in a commercial, airport operations or IT systems role.
• Experience delivering systems training or developing training materials.
• Familiarity with IATA reservations, ticketing and departure control standards.
• Experience managing vendor relationships and service level agreements.
• Experience with user access governance or IT/system audit requirements.

If you feel you meet our requirements and are interested, we would like to hear from you. Send your application in only one PDF file to:

[email protected]

Applications close: Friday 31^st August 2026

Only shortlisted candidates will be contacted.

We are an equal opportunity employer.