Sr. Program Manager - IT Infrastructure & Digital Workplace Lead

Mercedes-Benz Group AG; Bengaluru; Remote; INR 3,000,000 - 7,000,000; Full time

Job summary

Mercedes-Benz Group AG in Bengaluru seeks an IT Infrastructure Workplace Lead to own end-user computing, digital workplace strategy, and modernization across MBRS. The role ensures secure, reliable experiences in alignment with the Information Office strategy and AI-enabled workplace vision.

The candidate will drive MBRDI's DX initiatives, partner with global IT teams, and manage vendors to improve service levels while improving employee productivity.

Qualifications

• 12+ years of IT Infrastructure experience.
• 5+ years leading Workplace Services or End User Computing.
• Strong experience with Microsoft 365, Intune/SCCM, and VDI.
• Experience with ITSM and ServiceNow; vendor governance.
• Exposure to DEX platforms and Nexthink preferred.

Responsibilities

• Define and execute the Digital Workplace roadmap for MBRDI.
• Lead End User Computing and Collaboration Services globally.
• Ensure secure, reliable, and AI-powered workplace experiences.
• Manage vendor relationships and drive cost optimization.

Skills

Microsoft 365

Intune/SCCM

VDI Platforms

Collaboration tools

Workplace security

ITSM processes

ServiceNow

Nexthink

Global providers mgmt

DEX platforms

Executive stakeholder mgmt

Workplace leadership

Tools

Nexthink

Job description

Aufgaben

IT Infrastructure Workplace Lead

Location:MBRDI, Bengaluru
Function:Information Office (IO)
Reporting To:Head of Information Office / IT Infrastructure Manager

Role Purpose

The IT Infrastructure Workplace Lead is responsible for delivering a secure, reliable, and modern digital workplace experience for all MBRDI employees. The role drives workplace technology strategy, end-user computing services, collaboration platforms, workplace infrastructure, employee IT experience (DEX), and service excellence while ensuring alignment with MBRDI's Information Office strategy, operational excellence objectives, security requirements, and AI-powered workplace transformation vision.

The role acts as the single point of accountability for workplace infrastructure, employee productivity technologies, workplace modernization initiatives, and vendor/service partner governance.

Key ResponsibilitiesDigital Workplace Leadership

• Define and execute MBRDI's Digital Workplace roadmap.
• Drive workplace modernization initiatives across endpoints, collaboration services, and employee productivity platforms.
• Continuously improve employee experience and workplace satisfaction.
• Enable a seamless, secure, and AI-powered digital workplace environment.

End User Computing & Workplace Services

• Own workplace technologies including:
  • Windows/macOS endpoints
  • Virtual Desktop Infrastructure (VDI)
  • Mobile Device Management
  • Microsoft 365 ecosystem
  • Meeting room technologies
  • Collaboration platforms
  • Printing and workplace peripherals
• Ensure lifecycle management of workplace devices and assets.
• Drive workplace standardization and simplification.

Employee Experience & DEX

• Establish and manage Digital Employee Experience (DEX) programs.
• Leverage monitoring tools such as Nexthink to proactively identify user issues and improve productivity.
• Analyze employee feedback and satisfaction metrics.
• Lead initiatives to enhance workplace reliability and service fulfillment.

Service Excellence & Operations

• Ensure stable and highly available workplace services.
• Govern incident, problem, change, and request management processes.
• Drive reduction of recurring incidents and employee-impacting outages.
• Partner with Service Desk and Operations teams to improve First Time Right (FTR), MTTR, and service quality.

Security, Compliance & Risk

• Ensure workplace services comply with corporate security standards.
• Drive endpoint compliance, software compliance, and asset governance.
• Partner with Cyber Security teams to implement Zero Trust principles.
• Support audit readiness and compliance assessments.

AI & Automation

• Identify opportunities to automate workplace support processes.
• Drive adoption of AI-powered employee support capabilities.
• Implement self-service and digital assistant solutions.
• Support enterprise AIOps and automation initiatives.

Vendor & Financial Management

• Manage workplace service providers and strategic vendors.
• Monitor SLA/KPI performance and service quality.
• Drive cost optimization and value realization initiatives.
• Manage workplace budgets, forecasting, and technology investments.

Stakeholder Management

• Act as the primary IT partner for employee workplace experience.
• Collaborate with global Mercedes-Benz IT organizations.
• Engage with business units, HR, Facilities, Security, and Engineering functions.
• Present workplace performance and transformation updates to leadership teams.

Key Performance Indicators (KPIs)Employee Experience

• IT CSAT Score
• Digital Employee Experience (DEX) Score
• Employee Pulse Satisfaction
• Self-Service Adoption Rate

Operational Excellence

• Workplace Service Availability
• MTTR
• First Time Right (FTR)
• Major Incident Reduction

Compliance & Security

• Endpoint Compliance %
• Asset Compliance %
• Security Vulnerability Remediation
• Audit Findings Closure

Cost & Value

• Cost per Employee
• Asset Utilization
• License Optimization Savings
• Vendor SLA Compliance

Transformation

• AI Adoption Metrics
• Workplace Automation Coverage
• Modern Workplace Rollout Progress
• Employee Productivity Improvements

Qualifikationen

Required Experience

• 12+ years of IT Infrastructure experience.
• 5+ years leading Workplace Services or End User Computing organizations.
• Strong experience in:
  • Microsoft 365
  • Endpoint Management (Intune/SCCM)
  • VDI Platforms
  • Collaboration Technologies
  • Workplace Security
  • ITSM processes (Incident, Problem, Change)
  • ServiceNow
• Experience managing global service providers and large-scale workplace transformations.
• Exposure to Digital Employee Experience (DEX) platforms such as Nexthink is preferred.

Leadership Competencies

• Strategic Thinking
• Customer & Employee Centricity
• Operational Excellence Mindset
• Data-Driven Decision Making
• Vendor & Stakeholder Management
• Change Leadership
• AI & Automation Mindset
• Cross-functional Collaboration
• Executive Communication