Job Description:
Role SummaryThe Application Service Delivery Lead is responsible for overseeing the delivery, performance, and continuous improvement of outsourced application support services across Ryder's FMS/CSS application portfolio. This role serves as the primary liaison between business stakeholders/internal IT teams and managed service providers to ensure service commitments are met, operational issues are communicated and resolved effectively, and application support services align with business needs.
The Application Service Delivery Lead drives vendor accountability, monitors service performance, manages escalations, and promotes operational excellence while ensuring stable, reliable application support and reducing business disruption.
Key Responsibilities- Manage day-to-day service delivery activities for applications supported by external managed service providers.
- Monitor ticket queues, SLA performance, backlog trends, and support effectiveness across outsourced support teams.
- Lead operational review meetings with managed service providers and internal stakeholders.
- Lead technical meetings between the managed service providers and IT application owners.
- Act as the primary escalation point for vendor-supported application issues.
- Ensure vendors adhere to incident, problem, change, and service management processes.
- Review and challenge root cause analyses and corrective action plans provided by vendor.
- Drive reduction of repeat incidents and recurring operational issues.
- Monitor and report on vendor performance metrics, SLA attainment, and service health indicators.
- Develop and maintain strong relationships with business stakeholders and support partners.
- Coordinate communications related to major incidents, service disruptions, and operational risks.
- Identify opportunities for service improvements, automation, and operational efficiencies.
- Partner with internal application teams to ensure effective transition, knowledge transfer, and support readiness for vendor-supported systems.
Qualifications- Bachelor's degree required in Computer science, engineering or related field
- Master's degree preferred in Computer science, engineering or related field
- Seven (7) years or more progressively responsible, comprehensive experience in application development/application support. required
- Three (3) years or more Ryder application support experience in FMS Shop/Rental/SFDC or CSS IT preferred
- Project Management Professional (PMP) Certification
- IT Infrastructure Library (ITIL) Certification
- Other SFDC or Appian BPM
DOT RegulatedNo
Job CategoryIT Business Systems
Compensation Information:
The compensation offered to a candidate may be influenced by a variety of factors, including the candidate's relevant experience; education, including relevant degrees or certifications; work location; market data/ranges; internal equity; internal salary ranges; etc. The position may also be eligible to receive an annual bonus, commission, and/or long-term incentive plan based on the level and/or type. Compensation ranges for the position are below:
Pay Type:
Salaried
Minimum Pay Range:
$85,000.00
Maximum Pay Range:
$95,000.00
Benefits Information:
For all Full-time positions only: Ryder offers comprehensive health and welfare benefits, to include medical, prescription, dental, vision, life insurance and disability insurance options, as well as paid time off for vacation, illness, bereavement, family and parental leave, and a tax-advantaged 401(k) retirement savings plan.
