At a glance
- Experience
- 5+ years experience
- Workplace
- Hybrid
- Location
- Amsterdam
About the role
- As the Service Cloud Manager (Support Infrastructure Team Lead), you will lead the team responsible for designing, building, and evolving systems powering Customer Support.
- Beyond Salesforce Service Cloud, your team will own telephony, messaging, workforce management, and quality assurance tooling.
- Leading Business Analysts, Salesforce Administrators, Developers, and Architects, you will foster technical excellence, define the Support technology roadmap, and deliver scalable solutions for stakeholders across Adyen.
Responsibilities
- Lead, mentor, and develop a multidisciplinary team of Salesforce Developers, Administrators, Architects, and Business Analysts.
- Optimize planning, release practices, and cross-functional collaboration to boost delivery speed, quality, and predictability.
- Define and execute the Customer Support technology strategy, including Service Cloud alongside other tools such as QA, WFM, and telephony platforms.
- Own the Service Cloud roadmap, balancing needs across global Adyen teams sharing the platform.
- Partner with regional and functional stakeholders, clearly communicating priorities, risks, and progress.
- Guide Salesforce architecture, integrations, and best practices while empowering team members to own implementation.
- Establish KPIs for Support technology initiatives to track business outcomes and drive continuous improvement.
Requirements
- 7+ years of Salesforce experience (with strong Service Cloud expertise)
- 5+ years directly leading technical teams
- Deep platform expertise across architecture, customization, automation, integrations, security, and governance
- Proven track record of coaching and developing technical engineers and administrators
- Adept at bridging high-level technology strategy with day-to-day execution
- Strong understanding of SDLC, Agile delivery, enterprise system integrations, and AI/automation initiatives
- Excellent stakeholder management skills, capable of influencing both technical and business audiences
- Collaborative leader skilled at balancing stability, technical debt, innovation, and business delivery
Workplace
- This role is based out of the Amsterdam office.
- Adyen is an office-first company and values in-person collaboration (hybrid).
- Remote-only roles are not offered.
Skills
- Salesforce Service Cloud
- Salesforce
- Salesforce Architecture
- Telephony
- Messaging
- Workforce Management
- Quality Assurance Tooling
- AI
- SDLC
- Agile
