Sr. Director of Global Support Services

Essential Duties And Responsibilities (Include But Not Limited To)

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.

Provide leadership and coordination of the following global support services ensuring alignment to organizational goals and across Mercy Ships Operation locations. 


  •  Global Hospitality: Oversee the Global Hospitality Department to ensure high-quality food and hotel services are provided with consistent processes and results across multiple locations and vessels. 
  • Global Facilities: Oversee the Facilities, transportation, and infrastructure function to ensure properties and projects are managed efficiently and safely at all designated Mercy Ships locations. Ensure related teams are equipped with well supported plans for all locations, including shore-based operations related to various field services. 
  • Global Customs and Immigration Compliance – Support the Global Customs and Immigration compliance function insuring compliance with international requirements and proactively providing the stakeholders (ships, ASC, Supply, and Travel Center) what they need to effectively complete their tasks. 
  • Ship Operations Directors: Provide support to ship Operations Directors, ensuring alignment and collaboration across all business functions. 



  • Develop and grow the Global Support Services function over time and integrate new functions. 
  • Establish collaborative partnership between the ISC and ships and across all Ops groups; developing the model of interactive and supportive operations. 
  • Use servant leadership and strong inter-personal skills to motivate and develop an effective, creative, and collegial team. 
  • Proactively lead and invest in the development of team members, providing training, guidance, and feedback, to support each team member in achieving their goals and a high-level of job satisfaction. 
  • Demonstrate collaborative leadership, effectively working with stakeholders inside and outside Operations. 
  • Provide spiritual leadership by developing times for departmental devotions and prayer into normal practices. 


  • Develop and maintain budgets to ensure they comply with stated goals, guidelines, and objectives. 
  • Ensure execution of Mercy Ships plans, policies, and priorities within the area of responsibility. 
  • Manage the recruitment and selection of new staff, manage performance, and maintain development and succession plans in conjunction with HR. 
  • Provide cross-functional assistance on an as needed basis to other Operations areas within Mercy Ships. 

Customer Service  

  • Regularly search for and identify opportunities for delivering higher customer satisfaction. 
  • Establish metrics to monitor performance of the area of responsibility and ensure service and operational metrics are collected and reviewed on a regular basis with senior management. 
  • Demonstrate year-over-year quality and process improvements, resulting in improved efficiency, increased productivity and/or cost reduction opportunities. 
  • Other duties as assigned

Qualifications (Knowledge, Skills, Abilities, And Requirements)

The requirements listed below are representative of the knowledge, skill, and/or ability required.

  • Functional 

    • Able to manage teams across multiple disciplines and scopes of responsibility. 
    • Able to prepare and manage budgets and manage priorities. 
    • Able to develop and implement key performance indicators to monitor service and team performance.? 
    • Able to travel internationally. 
    • May work remotely but should expect to be at the ISC at least 50% of the year. 


    • Able to partner effectively across all levels of the organization and develop positive working relationships and exceptional customer service. 
    • Able to work collaboratively with integrity and accountability, in a matrixed context.? 
    • Understand and apply servant leadership to motivate in a team-oriented, collaborative environment. 
    • Strong interpersonal and communication skills, to ensure goals and expectations are clearly articulated. 
    • Superior analytical, evaluative, and problem-solving abilities and able to anticipate and develop strategies for future trends. 
    • Embody a holistic ownership philosophy demonstrating self-motivated accountability, initiative and willingness to take on areas of responsibility.? 


    • Supportive of Mercy Ships Mission and Vision and committed to its core values. 
    • Able to contribute to community life, requiring stable and healthy interpersonal skills 
  • Understand and apply servant leadership, work collaboratively with integrity and demonstrate accountability

Education And Experience

The requirements listed below are representative of the education and / or experience required.

  • Bachelor's degree in management or business, or the equivalent combination of education and experience. 
  • Extensive relevant work experience, preferably including oversight of international operations. 
  • A minimum of 10 years of proven senior management experience. Previous experience serving as crew on board a Mercy Ship is a plus. 
  • Successful completion of Mercy Ships Entry Training will be required within the first year.