About the role
Cluster Head - Defence: you will own service, renewals and growth across Army, Navy and Air Force accounts. This is a mini-CEO seat with full ownership of the cluster, not a support-desk role.
Responsibilities:
- Customer success across deployed defence accounts: adoption, CSAT and escalations.
- 100% AMC renewals before the due date and P1 escalations closed within 24 hours.
- Cross-sell of additional solutions into the installed base.
- Cluster P& L, with revenue and ROI as your number.
- A service team of managers and BAs, run with KRAs and ITIL-grade discipline.
- Senior stakeholder engagement, from operators to Commanding Officers.
- Reporting directly to the COO / Head of Service Operations.
Requirements:
- 15+ years of experience, with 8+ years in the Indian defence, SIGINT or related ecosystem.
- 5+ years leading teams, with personal ownership of service, SLAs and renewals.
- Credibility to engage Colonel-and-above officers as a peer.
- Familiarity with SIGINT and analytics products, AMC renewals and DPP/GFR procurement.
- B. E. /B. Tech (CS, ECE, IT) preferred; MBA and ITIL / PMP a plus.
- Strongly encouraged: former officers from Signals, EME, IT and Intelligence who have moved into industry service or account roles, and defence-facing service heads from vendors serving the armed forces.