Application Service Delivery Lead

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Job Description:

Role Summary

The 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 Regulated
No
 

Job Category

IT Business Systems

Our Culture & Commitment:

At Ryder, you’re trusted to make an impact—while enjoying room to grow and having a voice that’s heard. Our culture is built on respect, collaboration, and shared pride in doing great work rooted in innovation and safety.

Your Voice. Your Success. The Future We Build Together.

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.

Ryder is proud to be an Equal Opportunity Employer and Drug Free workplace.

All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, among other things, or status as a qualified individual with disability.

Important Note:

Some positions require additional screening that may include employment and education verification; motor vehicle records check and a road test; and/or badging or background requirements of the customer to which you are assigned. 

Security Notice for Applicants:

Ryder will only communicate with an applicant directly from a [@ryder.com] email address and will never conduct an interview online through a chat type forum, messaging app (such as WhatsApp or Telegram), or via an online questionnaire.  During an interview, Ryder will never ask for any form of payment or banking details and will never solicit personal information outside of the formal submitted application through www.ryder.com/careers.

Should you have any questions regarding the application process or to verify the legitimacy of an interview or Ryder representative, please contact Ryder at [email protected] or 800-793-3754.

Current Employees:

If you are a current employee at Ryder, please click here to log in to Workday to apply using the internal application process.

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