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 recent 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.
Robust 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