Application Service Delivery Lead
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 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, and application support aligns with business needs. The lead drives vendor accountability, monitors service performance, manages escalations, and promotes operational excellence to maintain stable, reliable support and reduce business disruption. The position is categorized as IT Business Systems. It requires a bachelor’s degree in computer science, engineering, or a related field and at least seven years of progressively responsible experience in application development or application support. The position pays $85,000–$95,000 and may also be eligible for an annual bonus, commission, and/or long-term incentive plan, depending on level and type. Full-time benefits include health and welfare coverage options, paid time off, leave, and a 401(k) savings plan.
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.
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.
- Project Management Professional (PMP) certification.
- IT Infrastructure Library (ITIL) certification.
- Other SFDC or Appian BPM experience.
Responsibilities
- Manage day-to-day service delivery 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.
- Serve as the primary escalation point for vendor-supported application issues.
- Ensure vendors follow incident, problem, change, and service management processes.
- Review and challenge vendor root cause analyses and corrective action plans.
- Drive reduction of repeat incidents and recurring operational issues.
- Monitor and report vendor performance metrics, SLA attainment, and service health indicators.
- Build and maintain relationships with business stakeholders and support partners.
- Coordinate communications about major incidents, service disruptions, and operational risks.
- Identify opportunities for service improvements, automation, and operational efficiencies.
- Partner with internal application teams on effective transition, knowledge transfer, and support readiness for vendor-supported systems.
Benefits
- Medical, prescription, dental, and vision insurance options.
- Life insurance and disability insurance options.
- Paid time off for vacation, illness, and bereavement.
- Family and parental leave.
- Tax-advantaged 401(k) retirement savings plan.
- The position may be eligible for an annual bonus, commission, and/or long-term incentive plan, depending on level and type.
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What This Job Offers
Job Type
Full-time
Career Level
Senior
