Application Service Delivery Lead

Ryder Supply Chain Solutions•Coral Gables, FL

13d•$85,000 - $95,000

About The Position

The Application Service Delivery Lead oversees the delivery, performance, and continuous improvement of outsourced application support services across Ryder's FMS/CSS application portfolio. The role is the primary liaison between business stakeholders and internal IT teams and managed service providers, ensuring service commitments are met, operational issues are communicated and resolved, and support services align with business needs. The lead drives vendor accountability, monitors service performance, manages escalations, and promotes operational excellence to maintain stable, reliable application support and reduce business disruption.

Requirements

Bachelor's degree in computer science, engineering, or a related field.
Seven or more years of progressively responsible, comprehensive experience in application development or application support.
Project Management Professional (PMP) certification.
IT Infrastructure Library (ITIL) certification.

Nice To Haves

Master's degree in computer science, engineering, or a related field.
Three or more years of Ryder application support experience in FMS Shop/Rental/SFDC or CSS IT.
Other SFDC or Appian BPM.

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 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 vendor-provided root cause analyses and corrective action plans.
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.