Cluster Head - Defence

Role Overview: 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. What you will own: - Customer success across deployed defence accounts: adoption, CSAT and escalations - 100% AMC renewals before 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 Who we are looking for: - 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. Why this role: Lead a mission-critical defence cluster at a company at the centre of India's security technology, with real ownership. Location: New Delhi - On-site