Cluster Head - Paramilitary

We are looking for a Cluster Head of Intelligence and Paramilitary to lead customer success and service operations across intelligence agencies and Central Armed Police Forces (CAPF) accounts. This is a senior leadership role with end-to-end responsibility for customer relationships, service delivery, customer satisfaction, AMC renewals, cross-selling, and cluster-level P& L. The individual will work closely with senior government stakeholders, ensure effective adoption of deployed solutions, and expand business within the existing customer base.

The core responsibilities for the job include the following:

Customer Relationship Management:

• Build and maintain trusted relationships with senior officers across intelligence agencies and CAPF organizations.
• Engage with stakeholders at the director, joint director, IG, DIG, and equivalent levels.
• Conduct regular account visits, including restricted and secure locations, while maintaining strict confidentiality and discretion.

Service Operations and Customer Success:

• Own end-to-end service delivery, account health, product usage, and customer satisfaction across the cluster.
• Drive adoption of deployed solutions and resolve service issues, escalations, and customer concerns.
• Establish service reviews, account-health tracking, and escalation processes to improve customer experience.

AMC Renewals and Revenue Growth:

• Own AMC renewals and ensure timely renewal of existing contracts.
• Identify opportunities to cross-sell additional solutions within the installed customer base.
• Work with sales and presales teams to develop account-expansion opportunities and achieve revenue targets.

P& L and Business Ownership:

• Own cluster-level P& L, operating performance, and return on investment.
• Track service costs, renewal revenue, customer retention, and cross-sell performance.
• Develop account plans and operational strategies aligned with business objectives.

Team Leadership:

• Lead and mentor a team of 3-4 service managers and business analysts.
• Define KRAs, establish operating processes, and build accountability across the team.
• Enable the team to resolve routine issues independently while maintaining appropriate escalation and confidentiality protocols.

Requirements:

• 15+ years of overall professional experience, preferably in service operations, customer success, strategic account management, or program leadership.
• Direct experience serving intelligence agencies and/or CAPF/paramilitary organizations is mandatory.
• Demonstrated ownership of post-deployment service delivery, customer relationships, and escalations.
• Experience managing AMC renewals, customer retention, and cross-selling or account expansion.
• Strong senior stakeholder management skills and the ability to engage credibly with senior government and uniformed officers.
• Experience leading teams and managing business performance, budgets, or P& L.
• Ability to handle sensitive customer information and operate with integrity, discretion, and professionalism.
• Willingness to work on-site in New Delhi and travel extensively across the assigned cluster.
• Must be an Indian national and willing to undergo rigorous background and security verification.

Preferred Background:

• Candidates from intelligence technology, lawful interception, cybersecurity, surveillance, intelligence analytics, digital forensics, defense electronics, or related government technology organizations will be preferred.
• Professionals who have transitioned from intelligence agencies or CAPF organizations into technology, service delivery, or commercial leadership roles may also be considered, provided they demonstrate the required customer and business ownership.

What Success Looks Like:

• Strong relationships with senior stakeholders across assigned accounts.
• Improved product adoption, customer satisfaction, and account health.
• Timely AMC renewals and reduced risk of contract lapses.
• Growth in cross-sell revenue from existing customers.
• Effective service operations, empowered teams, and achievement of cluster P& L targets.
• Important: This is not a pure sales, tendering, or implementation role. Candidates must have direct intelligence/CAPF customer exposure and meaningful ownership of post-sales service and account growth.