Application Service Delivery Lead

This is a fully remote position, open to applicants in Florida.

📋 Description

• Supervise the delivery, performance, and ongoing enhancement of outsourced application support services across Ryder's FMS/CSS application portfolio.

• Oversee daily service delivery operations for applications managed by external service providers.

• Track ticket queues, SLA performance, backlog trends, support effectiveness, vendor performance metrics, and service health indicators.

• Facilitate operational review meetings with managed service providers and internal stakeholders.

• Conduct technical discussions between managed service providers and IT application owners.

• Serve as the primary escalation point for issues related to vendor-supported applications.

• Ensure compliance from vendors regarding incident, problem, change, and service management processes.

• Evaluate and challenge vendor root cause analyses and corrective action plans.

• Promote the reduction of recurring incidents and operational challenges.

• Build and maintain relationships with business stakeholders and support partners.

• Coordinate communications concerning major incidents, service disruptions, and operational risks.

• Identify opportunities for service enhancements, automation, and operational efficiencies.

• Collaborate with internal application teams on transitions, knowledge transfer, and support readiness for systems managed by vendors.

⛳️ Requirements

• A Bachelor's degree in Computer Science, Engineering, or a related field is required.

• A Master's degree in Computer Science, Engineering, or a related field is preferred.

• At least seven (7) years of progressively responsible and comprehensive experience in application development and support.

• A minimum of three (3) years of experience in Ryder application support focused on FMS Shop/Rental/SFDC or CSS IT is preferred.

• Project Management Professional (PMP) Certification is required.

• IT Infrastructure Library (ITIL) Certification is required.

• Familiarity with other SFDC or Appian BPM is a plus.

• Must fulfill any applicable additional screening requirements, which may include employment and education verification, motor vehicle records check, road test, badging, or customer background assessments.

🏝️ Benefits

• Medical insurance

• Prescription coverage

• Dental insurance

• Vision insurance

• Life insurance

• Disability insurance options

• Paid time off for vacation, illness, bereavement, family, and parental leave

• Tax-advantaged 401(k) retirement savings plan

• Annual bonus, commission, and/or long-term incentive plan may be available based on level and/or type