Sr. Program Manager - IT Infrastructure & Digital Workplace Lead

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