Cluster Head – Paramilitary

Cluster Head – Intelligence & Paramilitary

About the Role

We are looking for an experienced Cluster Head to lead service delivery, customer relationships, and business growth across intelligence and paramilitary accounts. The role requires strong stakeholder management, operational excellence, and commercial ownership to ensure reliable technology deployments and long-term account growth.

Key Responsibilities

• Service Delivery: Own end-to-end post-sales service delivery, SLA adherence, system health, and resolution of critical escalations across assigned accounts.
• Stakeholder Management: Build and maintain relationships with senior officials across intelligence and paramilitary establishments.
• AMC & Renewals: Drive annual maintenance contract renewals, ensure timely closures, and minimise revenue leakage from lapsed contracts.
• Account Growth: Identify cross-selling and upselling opportunities within the existing customer base and develop account growth plans.
• Team Leadership: Lead and manage distributed service teams, service managers, and business analysts to ensure consistent delivery across accounts.
• Commercial Ownership: Manage cluster-level business performance, revenue targets, and account profitability.
• Operational Governance: Establish regular service reviews, track performance metrics, manage escalations, and report progress to senior leadership.
• Government Engagement: Navigate government account processes and procurement requirements while maintaining strong customer relationships.

Requirements

• Significant experience working with intelligence agencies, paramilitary forces, or related government establishments.
• Strong experience in service delivery, customer success, key account management, or service operations for technology solutions.
• Proven ownership of SLAs, critical escalations, AMC renewals, and post-sales customer relationships.
• Experience driving account growth, cross-selling, and commercial outcomes within existing accounts.
• Demonstrated ability to lead distributed teams and manage multiple customer accounts.
• Strong communication, stakeholder-management, and problem-solving skills.
• Willingness to work on-site in New Delhi and travel extensively across customer locations.

Preferred Experience

• Exposure to intelligence, surveillance, analytics, communications, or other mission-critical technology deployments.
• Familiarity with government procurement processes and service-contract management.
• ITIL, PMP, or other relevant service/project management certifications.