Service Cloud Manager: Lead Salesforce & AI (Hybrid)

Adyen; Amsterdam; Hybrid; EUR 120,000 - 160,000; Full time

Job summary

Adyen in Amsterdam is seeking a Service Cloud Manager to lead the Support Infrastructure team responsible for designing, building and evolving systems powering Customer Support, including Salesforce Service Cloud, telephony, QA tooling, and AI integration.

You will coach engineers and admins, define the technology roadmap, drive delivery speed and quality, and partner with stakeholders to align on priorities and outcomes across Adyen's global teams.

Qualifications

• 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.

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 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, 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.

Skills

Salesforce

Service Cloud

Leadership

Team coaching

SDLC

Job description

Adyen in Amsterdam is seeking a Service Cloud Manager to lead the Support Infrastructure team responsible for designing, building and evolving systems powering Customer Support, including Salesforce Service Cloud, telephony, QA tooling, and AI integration.

You will coach engineers and admins, define the technology roadmap, drive delivery speed and quality, and partner with stakeholders to align on priorities and outcomes across Adyen's global teams.