Head - service strategy

About the Company

BPL 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 Summary

As 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 Responsibilities

Service Business & Revenue Leadership

Own and grow the service P& L, with accountability for revenue, margins, and cost optimisation Define and execute a service business strategy aligned to BPL's growth plans and profuvt portfolios. Drive installed base monetisation through: AMC/CMC penetration Service attach rates Renewals and contract governance Spares and value-added services Establish pricing strategy, lifecycle service models, and commercial governance to maximise customer lifetime value.

Installed Base & Customer Experience Strategy

Build and institutionalise a national service experience framework with clear service promises, performance metrics, and escalation governance. Drive customer-centric KPIs such as: NPS Uptime Turnaround time First-time fix rate Lead structured voice-of-customer programs and continuous improvement initiatives Strengthen service as a key differentiator in the market

People & Organisation Leadership

Lead large, geographically distributed service teams across India through strong second-line leadership Build leadership depth, succession pipelines, and future-ready capabilities Drive a culture of accountability, ownership, continuous improvement, and ethical leadership rather than transactional service delivery.

Enterprise Stakeholder Leadership

Act as strategic partner with Sales, R& D, Manufacturing, Quality, Supply Chain, and Finance to drive business outcomes Influence 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 & Analytics

Act 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 systems Field service tools Service automation Analytics platforms Enable a data-driven service organisation using installed base insights for forecasting, renewals, productivity optimisation and scalable decision‐making.

What We're Looking For

18–25 years of experience in service leadership roles within Med Tech, healthcare technology, or capital equipment industries Proven experience managing large-scale, multi-region service organisations Strong track record of owning or driving service P& L and revenue growth Demonstrated success in installed base monetisation and lifecycle service strategy Experience leading business-driven digital transformation initiatives Strong stakeholder management and ability to influence at executive leadership level

Why This Role Matters

This role is central to BPL's ambition to:

Build predictable, recurring service revenue streams Deliver industry-leading customer experience Transform service into a core business driver, not just a support function

Location - Bangalore