Cluster Head – Police

Cluster Head – Police Vertical

About the Role

We are looking for an experienced Cluster Head to own service delivery, strategic customer relationships, and business growth across police and law-enforcement accounts. The role requires strong operational leadership, senior stakeholder engagement, and commercial accountability for technology solutions deployed across police departments.

Key Responsibilities

• Service Delivery: Own post-sales service delivery, SLA performance, system health, customer satisfaction, and critical escalations across police accounts.
• Senior Stakeholder Management: Build strong working relationships with senior police officials, including Commissioners, IGs, DIGs, and ADG-level stakeholders.
• Account Health: Visit customer accounts, assess product usage and deployment health, identify at-risk accounts, and establish account-level action plans.
• AMC Renewals: Drive timely annual maintenance contract renewals, address renewal risks, and prevent contract lapses.
• Account Growth: Identify cross-selling and upselling opportunities within existing accounts, working closely with Sales and Presales teams.
• Commercial Ownership: Own the cluster P&L and deliver agreed renewal and cross-sell revenue outcomes.
• Team Leadership: Lead 3–4 service managers and a team of business analysts, set KRAs, coach team members, and improve service accountability.
• Operational Governance: Establish regular service reviews, track account health and CSAT, and report performance and escalations to senior leadership.

Requirements

• Significant experience managing technology services or accounts for police and law-enforcement customers.
• Proven ownership of post-sales service delivery, AMC renewals, and customer escalations.
• Strong relationships and communication skills with senior government and police stakeholders.
• Experience driving account growth, cross-selling, and commercial or P&L outcomes.
• Demonstrated experience leading service teams and managing multiple accounts.
• Ability to handle sensitive customer information with discretion and integrity.
• Indian national and willing to undergo rigorous background verification.
• Willingness to work on-site in New Delhi and travel extensively across customer locations.

Preferred Experience

• Exposure to law-enforcement analytics, digital forensics, interception, public safety, CCTNS, Safe City, or Dial-112 technology programmes.
• Experience working with government technology vendors or systems integrators.
• Familiarity with government account processes and service-contract management.