Deputy General Manager - Tech for Customer Services

About the Role

Mercedes-Benz Research and Development India Private Limited is seeking a visionary, execution-oriented technology leader to head a 150+ member organization delivering digital aftersales and retail experiences across global markets.

Role Purpose

Lead and evolve the Aftersales IT landscape for customer-facing services such as Customer Care Center and Service Contracts by delivering scalable, intelligent, business-centric digital solutions that improve customer experience, operational efficiency, and value realization.

Key Responsibilities

• Strategic Leadership & Business Transformation: Define and drive technology and delivery strategy for IT Retail Aftersales platforms, leveraging AI, automation, analytics, and platform modernization.
• AI-First Engineering & Intelligent Aftersales: Implement AI@SDLC and AIOps practices, establish governance and adoption metrics, and lead AI-driven transformation initiatives.
• Delivery Excellence & Program Leadership: Own end-to-end delivery of strategic global programs and promote modern architecture, DevSecOps, platform engineering, and cloud-native capabilities.
• People Leadership & Organization Development: Lead, mentor, and inspire Product Owners, Architects, and Engineering teams while driving workforce strategy, capability building, and leadership development.
• Stakeholder & Global Collaboration: Build partnerships with global IT, business, and leadership stakeholders and represent the GCC as a strategic innovation and delivery partner for headquarters.

Qualifications & Experience

• Bachelor's degree in Computer Science, Information Technology, Engineering, or a related discipline; a relevant master's degree is preferred.
• 18–22 years of progressive IT experience, including significant leadership of large-scale global engineering organizations.
• Experience leading organizations of 150+ professionals.
• Expertise in enterprise application development, cloud platforms, microservices, APIs, DevSecOps, and scaled Agile delivery.
• Exposure to AI/GenAI, AI-assisted software development, AIOps, intelligent automation, and enterprise AI adoption.
• Experience in Automotive, Aftersales, Retail, Customer Service, Mobility, or customer-facing digital platforms is highly desirable.
• Strong capabilities in enterprise architecture, cybersecurity, data-driven solution design, stakeholder management, financial management, vendor management, and portfolio governance.

Benefits

Employee discounts, possible health benefits, mobile phone and meal discounts, company retirement, hybrid work, mobility offers, events, coaching, flextime, parking, an in-house doctor, good public transport, a barrier-free workplace, near-site childcare, and a canteen or café.

Contact

Mercedes-Benz Research and Development India Private Limited
Brigade Tech Gardens, Katha No. 119560037, Bengaluru
MBRDI Recruitment E-Mail: mbrdi_recruitment@mercedes-benz.com