Head - Service Strategy

About the CompanyBPL Medical Technologies is a leading Indian medical technology company committed to advancing healthcare through innovative, reliable, and accessible solutions. With a strong legacy and nationwide presence, BPL serves hospitals, clinics, and healthcare providers across India and select international markets.The company offers a diverse portfolio across patient monitoring, imaging, and critical care, supported by robust manufacturing, service, and distribution capabilities. With a growing installed base and a focus on quality and customer trust, BPL continues to strengthen its position as a trusted partner in healthcare delivery.Driven by innovation and operational excellence, BPL is focused on building future-ready capabilities and delivering long-term value to customers, partners, and stakeholders.Get to know about us -

Role SummaryAs Head - Service Strategy & Operations, you will lead the transformation of Service vertical into a high-growth, customer-centric business unit. This role owns the end-to-end service P&L, drives installed base monetisation, service governance, customer experience strategy and builds a digitally enabled, data-driven service organisation at scale.You will play a critical role in shaping long-term business outcomes by strengthening customer experience, unlocking recurring revenue streams, and positioning Service as a strategic growth engine for the organisation.

Key ResponsibilitiesService Business & Revenue LeadershipOwn and grow the service P&L, with accountability for revenue, margins, and cost optimisationDefine and execute a service business strategy aligned to BPL's growth plans and profuvt portfolios.Drive installed base monetisation through:AMC/CMC penetrationService attach ratesRenewals and contract governanceSpares and value-added servicesEstablish pricing strategy, lifecycle service models, and commercial governance to maximise customer lifetime value.Installed Base & Customer Experience StrategyBuild and institutionalise a national service experience framework with clear service promises, performance metrics, and escalation governance.Drive customer-centric KPIs such as:NPSUptimeTurnaround timeFirst-time fix rateLead structured voice-of-customer programs and continuous improvement initiativesStrengthen service as a key differentiator in the marketPeople & Organisation LeadershipLead large, geographically distributed service teams across India through strong second-line leadershipBuild leadership depth, succession pipelines, and future-ready capabilitiesDrive a culture of accountability, ownership, continuous improvement, and ethical leadership rather than transactional service delivery.Enterprise Stakeholder LeadershipAct as strategic partner with Sales, R&D, Manufacturing, Quality, Supply Chain, and Finance to drive business outcomesInfluence product reliability, serviceability, and lifecycle cost through early engagement with R&D and manufacturing.Position Service as a strategic growth engine, not a support function, in leadership forums and strategic reviews.Digital Transformation & AnalyticsAct as the business owner for service digital transformation, defining vision, priorities, and success outcomes in partnership with IT.Define and govern the service digital roadmap across:CRM systemsField service toolsService automationAnalytics platformsEnable a data-driven service organisation using installed base insights for forecasting, renewals, productivity optimisation and scalable decision making.

What We're Looking For18-25 years of experience in service leadership roles within MedTech, healthcare technology, or capital equipment industriesProven experience managing large-scale, multi-region service organisationsStrong track record of owning or driving service P&L and revenue growthDemonstrated success in installed base monetisation and lifecycle service strategyExperience leading business-driven digital transformation initiativesStrong stakeholder management and ability to influence at executive leadership level

Why This Role MattersThis role is central to BPL's ambition to:Build predictable, recurring service revenue streamsDeliver industry-leading customer experienceTransform service into a core business driver, not just a support function

Location - Bangalore