Sr. Program Manager - IT Infrastructure & Digital Workplace Lead
Mercedes-Benz · Bangalore
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Employer requisition: MER000492X
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Collected role description
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 Responsibilities Digital 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