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Job Description & How to Apply Below
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 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
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