Service Delivery Manager (Payments)

For our client in Amsterdam, we are looking for a Service Delivery Manager (Payments). Our client is a great place to work: they offer excellent opportunities for proactive people who want to make a difference. They hire talented individuals based on skills, potential, and motivation. The Operations Team is responsible for ensuring the stability, availability, and reliability of the platform’s IT services and infrastructure. The team acts as a central coordination point for operational activities, including incident management, release coordination and change management, network operations and IT compliance.

Incident Management: monitor operational systems and proactively identify service disruptions; coordinate the resolution of incidents and major incidents across multiple teams; lead incident coordination and stakeholder updates; escalate critical issues when necessary and drive restoration of services; coordinate post-mortem reviews and ensure follow-up actions are executed; maintain incident records, reports, and operational metrics. Release Coordination and Change Management: plan and coordinate application and infrastructure releases; organise release activities across development, infrastructure, and business teams; ensure deployment readiness and change compliance; monitor release execution and manage communication during deployment windows; coordinate rollback activities when required; produce release status reports and provide updates to stakeholders.

Network Operations: monitor network availability, performance, and capacity; coordinate troubleshooting activities for network-related incidents; work with internal and external providers to resolve connectivity issues; ensure network changes are implemented according to established procedures; support network maintenance activities and scheduled upgrades; monitor security-related network events and escalate where required.

IT Compliance: ensure adherence to the client’s IT Risk, Security, and Compliance standards; support the execution and monitoring of IT controls and operational risk measures; manage audit, risk, and control remediation actions; maintain evidence and documentation required for internal and external audits; track operational risks, vulnerabilities, and compliance findings until closure. Role’s Required Skills & Experience: Experience in payments is required; experience in IT Operations, Production Support, Site Reliability Engineering, or Infrastructure Support; strong understanding of incident management and service restoration processes (Possibily in Service Now); experience coordinating production releases and change activities; knowledge of networking concepts (TCP/IP, DNS, routing, firewalls, VPNs, load balancers); familiarity with monitoring and alerting tools; ability to coordinate multiple teams during high-pressure situations; strong analytical and problem-solving skills.

Soft Skills: ownership and accountability, effective communication, coordination and planning, decision making under pressure, continuous improvement mindset, stakeholder management.