Service Delivery Coordinator (ICT)

The Organisation:

Pacific Adventist University (PAU) is owned and operated by the South Pacific Division of the Seventh-day Adventist Church. The institution is accredited to the Adventist Accreditation Association, an international denominational authority for all tertiary and graduate educational programs and institutions owned by the Seventh-day Adventist Church entities. The main campus is located on the pristine Koiari Park, 14 miles outside Port Moresby, the capital of Papua New Guinea. The institution was established in 1984. Since then, it has grown from a college of 20 students, to a university of over 1000 students from across the Pacific.

The Role:

Reporting to the Operations & Infrastructure Manager, the Service Delivery Coordinator will play a central role in ensuring the effective delivery of ICT services across Pacific Adventist University (PAU). This position is responsible for coordinating service desk operations, managing incident and request fulfillment processes, monitoring service levels, and ensuring user satisfaction. The incumbent will be required to align ICT service delivery with the university's operational and strategic goals. The Service is required to perform the following ‘Core Responsibilities’ listed below.

Core Responsibilities:

• Oversee day-to-day ICT support operations including helpdesk and technical support functions.
• Coordinate timely resolution of ICT incidents, problems, and service requests.
• Serve as the primary contact point for ICT service-related queries and escalations
• Track service performance metrics and prepare regular reports on service delivery KPIs.
• Monitor user satisfaction and identify areas for service improvement.
• Maintain accurate records of support issues, service requests, and resolutions.
• Support the development and enforcement of ICT service management policies and procedures.
• Implement and maintain ITIL-based service management processes, including incident, problem, change, and asset management.
• Collaborate with internal departments to understand their ICT requirements and improve service delivery.
• Act as a liaison between users and the ICT technical teams to ensure clear communication and effective solutions
• Identify opportunities to improve service efficiency and effectiveness.
• Participate in ICT project implementation, particularly in areas affecting service delivery.
• Stay current with ICT best practices and recommend enhancements to systems and processes

About you:

Qualifications and Skills required:

• A Bachelor’s degree in Information Technology, Computer Science, or a related field
• Proven experience (3+ years preferred) in in ICT service delivery, helpdesk coordination, or ICT operations
• Knowledge of IT service management frameworks (e.g., ITIL) is highly desirable.
• Excellent communication, leadership, and stakeholder management skills
• Strong interpersonal, communication, and customer service skills.
• Ability to manage multiple tasks and priorities in a dynamic environment
• Experience working in a higher education or academic environment.
• Strong problem-solving abilities and a proactive mindset.
• Demonstrated ability to work collaboratively within a team-oriented ICT department.

How to apply:

Click https://www.pau.ac.pg/work-with-us/to view ‘Position Description’ and ‘Application Form’. Submit completed application form including a cover letter setting out your relevant experience to the core responsibilities of the role; and copies of educational qualification in a single file to [email protected] .

As an equal opportunity employer, PAU particularly encourages applications from women.