Director, Services

The Director of Services is a strategic and high-impact leadership role focused on transforming services related to the uptake of ResMed products. This role will shape global service models that directly engage patients, enhance support for healthcare providers, and optimize patient setup, engagement, adherence support, diagnostics, and resupply.

You will work across Product Management, Marketing, Revenue, and other internal teams to develop innovative business models and services that improve the patient experience, enhance provider support, and drive financial sustainability. This role requires entrepreneurial thinking, deep healthcare market expertise, and cross-functional leadership to pilot, validate, and scale transformative service offerings.

Let’s talk about the role

• Develop and implement globally scalable service models for ResMed products, with a focus on direct patient engagement, provider support, adherence management, and resupply solutions.
• Reimagine how services are rendered by optimizing technology, internal processes, and touchpoints to improve patient outcomes and improve business sustainability. ​
• Partner with technology and data teams to integrate AI-driven insights, automation, and digital health tools that improve service efficiency and impact.
• Ensure compliance with global regulatory requirements, working closely with legal and compliance teams to navigate evolving healthcare regulations.
• Develop a global framework to assess the business implications of new service offerings, balancing scalability, cost efficiency, and revenue growth.
• Explore various commercial models and viability through pilots that you will lead, develop and are responsible for pilot outcomes and scaling to hit revenue targets or milestones.
• Develop business case and go to market plan to validate investment needed to run pilot programs with key success metrics and timing
• Explore and validate the viability of commercial models (inc P&L) / channels through pilot programs co designed with strategic partners.
• Scale validated programs / models in partnership with product management and commercial teams to build requirements, deliver, iterate and scale against milestones and targets.
• Work in partnership with Product Management and commercial teams to build requirements, deliver, iterate and scale.
• Conduct market research to identify trends, challenges and opportunities.​
• Conduct analysis of market & competitor landscape.
• Conduct build/buy/partner analysis on new offers and ways to develop capabilities and/or scale.

​Let’s talk about you:​

Top Skills

• Commercial and Business acumen – Possess a deep understanding of market dynamics, customer behaviors, and financial principles, enabling effective decision-making that optimizes business performance and drives sustainable growth.
• Analytics and data acumen - Ability to develop service workflows and improve operations the data analysis.
• Strategic Thinking - Thinks big picture and is able to strategically think through how channel evolution (including maintenance of existing channels) can benefit the entire market not just their own area. ​
• Change management – Able to effectively work with teams through channel conflict and build the desire for channel diversification across markets.
• Highly collaborative – Acts as an incubator of channels, and works across marketing, sales, product and functions to pilot new channels whilst balancing channel conflict and driving business performance.
• Established relationships and expertise – Have a network of payers to call on and relationships to leverage as we build offerings and get feedback.

Mindset & Behaviors

• Build Relationships (Collaboration): Establish connections with others to accomplish work.
• Bias towards action: Able to take meaningful action to move ideas forward, especially in uncertain situations.
• Lead Change: Recognize that change is essential, set goals for change and lead purposeful adaptations to work that align with a stated vision.
• Inspire others: Inspire others through vision, confidence, challenge and recognition.
• Think crit