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 - https://www.bplmedicaltechnologies.com/

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 MedTech, 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