Sr. Program Manager - IT Infrastructure & Workplace Lead

Taleo; Bengaluru; On-site; INR 4,000,000 - 7,000,000; Full time

Job summary

Mercedes-Benz Research and Development India Private Limited seeks a Sr. Program Manager to lead IT Infrastructure and the Digital Workplace.

You will shape strategy, own end-user computing services, and drive modernization of endpoints, collaboration tools, and productivity platforms. The role requires 12+ years in IT Infrastructure and 5+ years leading Workplace Services, with hands-on experience in Microsoft 365, Intune/SCCM, VDI, and ServiceNow.

Qualifications

• 12+ years of IT Infrastructure experience.
• 5+ years leading Workplace Services or End User Computing organizations.
• Strong experience with Microsoft 365, Endpoint Management, VDI, Collaboration Technologies, Workplace Security, ITSM processes, ServiceNow.

Responsibilities

• 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.
• Own workplace technologies including Windows/macOS endpoints, VDI, MDM, Microsoft 365, meeting room tech, collaboration platforms.
• Ensure lifecycle management of workplace devices and assets; drive standardization.

Skills

Intune

SCCM

VDI

Microsoft 365

Collaboration Platforms

Workplace Security

ITSM Processes

Nexthink

Tools

ServiceNow

Job description

Job Description - Sr. Program Manager - IT Infrastructure & Digital Workplace Lead (MER000492X)

Description

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 Responsibilities

• 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.

• 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)

Compliance & Security

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

Cost & Value

• License Optimization Savings

Transformation

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

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.
• Strategic Thinking
• Customer & Employee Centricity
• Operational Excellence Mindset
• Data-Driven Decision Making
• AI & Automation Mindset
• Cross-functional Collaboration
• Executive Communication

Organization

Mercedes-Benz Research and Development India Private Limited

Primary Location

India-Karnataka-Bangalore

Work Locations

Mercedes-Benz Research & Development India, Embassy Crest 'Embassy Crest' Plot No 5, EPIP Zone, Phase 1, 560 066