Job
Description
Job Description: General Manager – Service (Hypergrowth & Transformation) Position Title: General Manager – Service Reports To: Managing Director & Joint Managing Director Location: Ahmedabad/Gandhinagar Age Range: 35–50 years Experience: Minimum 15 years total, with at least 5 years in a senior service leadership role Industry Background: Dairy, Food, Automotive, HVAC, or B2B Tech/Industrial Role Overview We are seeking an entrepreneurial, change-oriented leader to transform our service function into a major growth and customer success engine. The General Manager – Service will be directly accountable for scaling service revenue to contribute at least 25–30% of total company revenue in FY26 (₹50–60 Cr+), while rapidly expanding team capability, digital adoption, and customer success metrics. This is a critical leadership role for a proven innovator who can drive hypergrowth, operational excellence, and recurring revenue transformation. Key Responsibilities Service Hypergrowth Mandate Deliver 50%+ YoY service revenue growth, ensuring service contributes ₹50–60 Cr+ (25–30% of total company revenue) in FY26. Scale-Up Leadership Rapidly double the service team’s size and capability within 12 months, building a high-performance, customer-obsessed culture. Service Revenue Innovation: Build and scale high-margin, recurring revenue streams—especially AMCs, digital/IoT-enabled services, and value-added offerings (training, calibration, consulting). Digital Transformation Lead hands-on adoption of IoT platforms, remote diagnostics, predictive maintenance, and automation to drive efficiency, uptime, and proactive customer support. Customer Success Focus Make customer retention, NPS improvement, and proactive service delivery (not just reactive support) core KPIs for the team. Operational Excellence Oversee all service operations, ensuring high standards of quality, compliance, and cost control. Implement best-in-class KRAs/KPIs and incentive systems. Cross-Functional Leadership Collaborate with sales, product, and marketing to launch new service offerings, support rapid solution adoption, and drive integrated go-to-market initiatives. Data-Driven Management Analyse service performance data, identify improvement opportunities, and drive continuous process enhancements. Stakeholder Engagement Build strong relationships with key customers, partners, and internal stakeholders to maximize business opportunities and customer success. Strategic Reporting Provide regular, actionable reports and recommendations to senior management on service performance, revenue, digital adoption, and customer success initiatives. Required Skills & Qualifications Education: Bachelor’s in Engineering, Business Administration, or related field (Master’s preferred). Proven Hypergrowth Experience: Demonstrated track record of driving 50%+ annual service revenue growth and scaling large service teams (ideally 2x headcount in <12 months) in B2B tech/industrial settings. Recurring Revenue Expertise: Deep experience in building and scaling AMCs, digital/IoT-enabled services, and other value-added, high-margin offerings. Digital & Automation Skills: Hands-on expertise with IoT platforms, remote diagnostics, predictive maintenance, and service automation. Customer Success Leadership: Strong focus on customer retention, NPS improvement, and proactive support models. Team Building: Proven ability to recruit, develop, and inspire large, diverse service teams. Financial Acumen: Strong skills in budgeting, resource allocation, and profitability management. KRA/KPI & Incentive Systems: Expertise in designing and implementing high-impact performance management and incentive programs. Cross-Functional Collaboration: Experience working closely with sales, product, and marketing to drive service-led growth. Communication & Influence: Outstanding interpersonal, negotiation, and stakeholder management skills. Entrepreneurial Mindset: Change-oriented, results-driven, and passionate about transforming service into a growth and customer success driver. Key Performance Indicators (KPIs) Service Revenue: Achieve ₹50–60 Cr+ in FY26 (25–30% of total company revenue) Team Scale-Up: Double service team headcount and performance within 12 months AMC Renewal Rates: Maximize recurring revenue and contract renewals Customer Success: Improve NPS, customer retention, and proactive support metrics Digital Adoption: Drive implementation and usage of IoT, remote diagnostics, and automation platforms Operational Efficiency: Meet/exceed cost control, quality, and compliance targets Preferred Attributes Age: 35–50 years Experience across multiple relevant industry sectors is a plus High integrity, entrepreneurial drive, and the ability to inspire large teams through rapid change This is a transformation mandate, not a steady-state role. We seek a bold, innovative leader ready to scale service into a major growth and customer success engine. If you have a proven playbook for hypergrowth and service innovation, we invite you to apply and make a lasting impact. Show more Show less
