About the Role
Mercedes-Benz AG is one of the world’s most successful automotive companies. At MBRDI, our software and platform teams are driving the digital transformation of the automotive industry. Across domains such as Research, Development, Sales & Marketing, After Sales, and Corporate Functions like HR and Finance, we deliver solutions that power the entire value chain of Mercedes-Benz.
As part of the global Home of Tech network (‘Home of Tech’), the PT/PHIA team at MBRDI is focused on providing the overall IT Solutions for Aftersales (GCSP).
We are looking for a visionary and execution-oriented technology leader to head a 150+ member organization comprising Product Owners, Solution Architects, Engineering Leads, and Developers driving the next generation of digital aftersales and retail experiences.
This role is pivotal in shaping the future of the IT Aftersales ecosystem across retail platforms, software update capabilities, connected services, and customer-centric digital journeys. The ideal candidate brings a strong blend of strategic leadership, deep technology expertise, product mindset, and enterprise-scale delivery experience, along with the ability to transform business operations through AI-enabled innovation.
Role Purpose
Lead and evolve the Aftersales IT landscape for the customer facing services like Customer Care Center, Service Contracts etc, by delivering scalable, intelligent, and business-centric digital solutions that enhance customer experience, operational efficiency, and value realization across global markets.
The role will act as a strategic bridge between Business Unit, HQ CoC Teams, and other global teams including MB and suppliers to drive transformation initiatives, modern engineering practices, and AI-first ways of working across Software Development Lifecycle (SDLC) and Aftersales business processes.
Key Responsibilities
Strategic Leadership & Business Transformation
- Define and drive the technology and delivery strategy for IT Retail Aftersales platforms aligned to enterprise and GCSP priorities.
- Identify opportunities to leverage AI, automation, analytics, and platform modernization to improve customer experience, operational agility, and business value.
- Drive innovation programs that bring measurable improvements in service lifecycle management, dealer enablement, predictive support, and connected customer experiences.
AI-First Engineering & Intelligent Aftersales
- Drive implementation of AI@SDLC and AI-Ops practices to bring the delivery acceleration.
- Lead AI-driven transformation initiatives within Retail Aftersales business processes such as:
- Establish governance, adoption metrics, and value realization frameworks for enterprise AI initiatives.
Delivery Excellence & Program Leadership
- Own end-to-end delivery accountability for strategic global programs with focus on quality, predictability, scalability, and business outcomes.
- Ensure strong execution governance across multiple agile product teams and distributed global stakeholders.
- Drive operational excellence through lean governance, risk management, dependency management, and continuous improvement practices.
- Promote engineering excellence through modern architecture principles, DevSecOps, platform engineering, and cloud-native capabilities.
People Leadership & Organization Development
- Lead, mentor, and inspire a high-performing organization of Product Owners, Architects, and Engineering teams.
- Drive workforce strategy including talent acquisition, capability building, succession planning, leadership development, and career progression.
- Foster a culture of innovation, ownership, accountability, continuous learning, and psychological safety.
- Build future-ready capabilities in AI engineering, product thinking, enterprise architecture, and business consulting.
- Encourage a strong speak-up culture and cross-functional collaboration across teams and geographies.
Stakeholder & Global Collaboration
- Build trusted partnerships with global IT, business, and leadership stakeholders across regions.
- Act as a strategic advisor to business teams by translating technology capabilities into measurable business outcomes.
- Influence enterprise decisions through data-driven insights, executive communication, and strong relationship management.
- Represent the GCC as a strategic innovation and delivery partner for global headquarters.
What We Are Looking For
- Proven leadership experience managing large-scale IT organizations and complex global programs.
- Strong understanding of Retail, Aftersales, Customer Experience, or Automotive service ecosystems.
- Deep expertise in enterprise application delivery, digital transformation, agile product models, and modern software engineering practices.
- Strong exposure to AI/GenAI adoption in enterprise environments and software engineering transformation.
- Demonstrated ability to drive organizational change, strategic initiatives, and stakeholder alignment across global teams.
- Excellent communication, influencing, and executive stakeholder management skills.
- Passion for people development, innovation, and building high-performing engineering cultures.
Leadership Expectations
The successful candidate will:
- Think strategically while executing with speed and precision.
- Lead with empathy, accountability, and ownership.
- Bring an AI-first and product-centric mindset.
- Drive measurable business value through technology.
- Strengthen the organization’s culture aligned to the CODE philosophy and MBRDI - IT strategic pillars.
- Strengthen HoT's position as a trusted strategic partner and innovation hub for transformation initiatives.
