Application Service Delivery Lead

Ryder System; Tallahassee (FL); On-site; USD 85,000 - 95,000; Full time

Benefits offered by this job

Health and welfare benefits

401(k) retirement plan

Paid time off

Job summary

The Application Service Delivery Lead at Ryder System, Inc. oversees outsourced application support across the FMS/CSS portfolio, acting as the main liaison between business stakeholders and managed service providers to ensure service commitments and steady operation.

Responsibilities include monitoring performance, managing escalations, reducing incidents, and driving continuous improvement while aligning services with business needs and minimizing disruption.

Qualifications

• 7+ years of experience in application development/app support.
• 3+ years Ryder application support experience in FMS Shop/Rental/SFDC or CSS IT preferred.
• PMP and ITIL certifications
• SFDC or Appian BPM experience

Responsibilities

• Manage day-to-day service delivery activities for applications supported by external MSPs.
• Monitor ticket queues, SLA performance, backlog trends, and support effectiveness across outsourced teams.
• Lead operational review meetings with MSPs and internal stakeholders.
• Lead technical meetings between MSPs 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 from vendors.
• Drive reduction of repeat incidents and recurring issues.
• Monitor and report on vendor performance metrics and service health indicators.
• Coordinate communications related to major incidents and disruptions.
• Identify opportunities for service improvements, automation and operational efficiencies.
• Partner with internal teams for effective transition and knowledge transfer.

Skills

Leadership

Vendor management

Stakeholder communication

Project management

Education

Bachelor's degree in Computer science/engineering

Master's degree in Computer science/engineering

Tools

PMP Certification

ITIL Certification

SFDC or Appian BPM

Job description

Job Seekers can review the Job Applicant Privacy Policy by clicking here (http://ryder.com/job-applicant-privacy-policy) .

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 .

Current Employees :

If you are a current employee at Ryder, please click here (https://wd5.myworkday.com/ryder/d/task/2998$46522.htmld) to log in to Workday to apply using the internal application process.

Job Seekers can review the Job Applicant Privacy Policy by clicking here (http://ryder.com/job-applicant-privacy-policy) .

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