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 solid 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.

📌 Cluster Head - Defence service operations (Delhi)
🏢 Skyleaf Consultants LLP
📍 Delhi