Head of Service Business Unit

About the Opportunity

Our client is a globally recognized technology company specializing in industrial networking, connectivity, and industrial digital transformation solutions. With a strong presence across manufacturing, transportation, energy, and critical infrastructure industries, the company is accelerating its evolution from a product-centric business toward a recurring, value-driven service organization.

To support this strategic transformation, the company is seeking a senior business leader to establish and scale its OT Service Business, driving service innovation, commercial growth, and long-term customer success.

Position Overview

This leadership role will spearhead the transformation of the organization's service business within the Operational Technology (OT) domain. The successful candidate will be responsible for defining the overall service strategy, building a scalable service organization, developing profitable service offerings, and creating sustainable recurring revenue streams.

The position combines strategic planning, commercial leadership, business operations, and P&L ownership while working closely with Product, Sales, Customer Success, Engineering, and Executive Leadership teams.

Key Responsibilities

Service Business Strategy & Growth

• Develop and execute the long-term OT service business strategy aligned with corporate growth objectives.
• Define and drive a multi-year service roadmap, including lifecycle services, subscription-based offerings, managed services, and consulting capabilities.
• Build sustainable recurring revenue streams while improving overall business profitability.
• Establish and lead a high-performing OT Service organization.

Service Portfolio Management

• Design and commercialize scalable, standardized service offerings.
• Develop comprehensive service portfolios covering maintenance, technical support, monitoring, network optimization, consulting, and lifecycle management.
• Define pricing strategy, service packaging, business models, and profitability targets.
• Continuously evolve the portfolio based on customer needs and market trends.

Commercial Strategy & Go-to-Market

• Integrate service offerings into the company's overall commercial strategy.
• Enable sales organizations to transition from hardware-focused selling toward solution and value-based service selling.
• Develop service sales methodologies, account expansion strategies, and customer engagement models.
• Partner closely with regional sales teams to accelerate service adoption and attach rates.

Service Operations & Delivery Excellence

• Establish scalable service delivery models, operational processes, and governance.
• Drive operational efficiency, utilization, quality, and service profitability.
• Implement best practices that enhance customer experience while optimizing delivery costs.
• Build operational capabilities to support global business expansion.

Customer Success & Lifecycle Management

• Develop long-term customer engagement strategies focused on retention, renewals, and expansion.
• Improve service attachment rates across the installed customer base.
• Increase contract renewals, recurring revenue, and customer lifetime value.
• Build customer success programs that strengthen strategic customer relationships.

Financial Leadership

• Own the Service Business P&L and overall financial performance.
• Define, monitor, and deliver key business metrics, including:
  • Service Revenue
  • Recurring Revenue
  • Gross Margin
  • Service Attach Rate
  • Contract Renewal Rate
  • Customer Lifetime Value
• Provide regular business performance updates and strategic recommendations to executive management.

Qualifications

Education

• Bachelor's degree in Engineering, Business, Information Technology, or a related discipline.
• MBA or other advanced business qualifications are preferred.

Experience

• 10+ years of leadership experience within industrial networking, Operational Technology (OT), industrial automation, or related technology industries.
• Demonstrated success leading a service business, solution business, or business unit with full commercial responsibility.
• Proven track record in building or transforming service organizations from traditional product-centric models into recurring service businesses.
• Experience establishing new business units, driving organizational transformation, or leading strategic growth initiatives is highly desirable.
• Strong P&L management experience with measurable business results.

Leadership Competencies

• Strategic business planning and execution
• Service business transformation
• Commercial and business development leadership
• Customer lifecycle management
• Cross-functional leadership
• Organizational development and team building
• Executive stakeholder management
• Financial and operational management

Language

• Fluent in English and Mandarin Chinese.