Cluster Head - Defence service operations

Role: Defence Cluster Account & Service Leader

  • Own end-to-end service delivery, SLA compliance, system health, customer satisfaction, and critical incident resolution across Defence accounts.
  • Build strong relationships with Defence stakeholders from operational teams to senior officers (Colonel, Brigadier, DIG, ADG, DG and equivalent).
  • Lead QBRs, executive reviews, service reviews, and major incident escalations.
  • Drive proactive monitoring, preventive maintenance, ITIL 4 practices, change management, and accurate CMDB/asset records.
  • Own AMC renewals, account growth, upselling/cross-selling, and new department expansion in partnership with Sales and Presales.
  • Develop account growth plans covering revenue, renewals, opportunities, and stakeholder mapping.
  • Lead and mentor 20 Service Managers/BAs across multiple Defence locations; manage KRAs, KPIs, performance, training, and compliance.
  • Drive customer knowledge sessions, cybersecurity awareness programs, and value/impact reporting.
  • Provide market and customer intelligence to Sales, Presales, and Product teams.
Required Experience
  • 8 years of experience in Indian Defence, Signal Intelligence, Para-Military, or related government environments.
  • Strong understanding of Defence hierarchy, procurement/tendering, DPP/GFR, security clearances, and sensitive-data handling.
  • Credible engagement with senior Defence officers and technical leadership.
  • Working knowledge of SIGINT, OSINT, social media intelligence, analytics, surveillance, and communications intelligence.
  • Understanding of big data, data architecture, analytics, visualization, cybersecurity, and ISO 27001/NCSC-type frameworks.
  • Experience managing 20 member multi-site teams.
  • Proven B2G account management experience covering AMC renewals, revenue growth, upsell/cross-sell, and large government accounts.
  • Excellent leadership, negotiation, stakeholder management, and government-account handling skills.
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