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 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