Cluster Head – Defence

Role Overview

We are looking for an experienced Cluster Head – Defence to lead service operations, customer success, account retention and commercial growth across defence accounts.

The role requires strong relationships with senior defence officers, ownership of deployed technology and service performance, and the ability to drive AMC renewals and cross-sell opportunities. The person will own the cluster's overall performance, ROI and P&L.

Key Responsibilities

• Own service delivery, customer satisfaction, product usage and account health across defence accounts.
• Build stakeholder relationships from operational teams to Commanding Officers and senior defence leadership.
• Establish regular service reviews, account-health tracking and reporting to senior management.
• Ensure AMC renewals are completed before expiry and resolve P1 escalations within 24 hours.
• Identify cross-sell opportunities and expand existing accounts in collaboration with Sales and Presales teams.
• Own cluster P&L, renewal performance and cross-sell revenue.
• Lead Service Managers and Business Analysts, establish KRAs and drive performance reviews.
• Maintain SLA compliance, system health, CMDB and asset records.

Success Measures

• Establish account-health baselines, stakeholder maps and Annual Account Growth Plans within the first 90 days.
• Achieve zero lapsed AMC renewals and 100% P1 escalation closure within 24 hours for two consecutive quarters.
• Deliver cross-sell revenue targets against the cluster P&L.