Technical Program Manager - Infrastructure Services - FinOps

What's the opportunity? 

Our Infrastructure Services Group provides the platform to build, deploy, and serve all parts of Intercom. We are responsible for Intercom’s uptime, infrastructure costs, and day-to-day operations.

We are seeking a Technical Program Manager to join this group and drive key programs managing and improving our infrastructure costs posture. This role is suitable for experienced FinOps practitioners or experienced Technical Program Managers who want to get deeper into the FinOps space.

As a FinOps TPM at Intercom, you'll be leading our cost management program, working across the company with Engineering, Finance, Sales, and with vendors directly. Your role will involve a blend of strategic thinking, hands-on project management, technical knowledge, and execution. You will get to influence how we build and operate Intercom, go deep into AWS cost management and optimisations, and share learnings with other practitioners in the wider FinOps community.

Previous projects in the area include:

• Driving cost optimisation projects to improve operating margins by multiple percent.
• Evaluating, procuring, and implementing new tooling and processes.
• Building out per-customer and per-feature cost reporting to direct company pricing and financial strategy as well as product optimisation.

Managing infrastructure costs as your company grows and How We Optimize EC2 Costs at Intercom are two posts we’ve written in this space. For a glimpse into our TPM-driven programs, watch Hannah Healy and Brian Scanlan's talk at ShipItCon on ”Oncall shouldn't be a chore” starting at 5:33:30.

What will I be doing? 

• Partner with engineering leaders to refine and drive the strategy for programs in the costs space, ensuring alignment with business objectives.
• Lead these strategies to great outcomes, working closely with engineering teams to ensure effective and efficient implementation.
• Deliver engaging, high-quality communications about progress, including comprehensive stakeholder reports that underscore milestones, challenges, and solutions.
• Collaborate with Engineering Managers, Engineers, Finance, and Sales to maximise the outcome of our costs program.
• Adapt and thrive across various functions to ensure objectives are met, often stepping beyond traditional boundaries to drive results.

What skills do I need? 📖

• A hunger for problem solving and a passion for all things technology.
• A desire to go deep as well as broad across a range of diverse projects.
• Proven hands-on experience in managing and executing projects, demonstrating versatility in handling various project sizes and complexities.
• Excellent communication skills, capable of translating technical concepts to a non technical audience, motivating teams and articulating project goals and progress effectively.
• Ability to work collaboratively with people throughout Intercom across various levels.
• Experience with cloud computing environments and modern SaaS tooling.
• A continuous drive for improvement, with a keen eye for efficiency and operational best practices.
• A track record of consistently achieving results and driving projects to completion.
• Demonstrated experience in cost management projects with excellent outcomes.
• Familiarity or experience with FinOps practices, tools and techniques, would be highly advantageous, but not a requirement, for this role.

How will I be supported?

• You’ll report directly to the Director of Engineering.
• You’ll embed with an engineering team working in the area to foster a collaborative and supportive environment. 
• You'll have peer Technical Program Managers for support and guidance.
• Opportunities to partner with group-level product, design, finance, and engineering leaders, fostering a collaborative and innovative work atmosphere.

Benefits 

We are a well-treated bunch, with awesome benefits! If there’s something important to you that’s not on this list, talk to us! 

• Competitive salary and equity in a fast-growing start-up
• We serve lunch every weekday, plus a variety of snack foods and a fully stocked kitchen
• Regular compensation reviews - we reward great work!
• Peace of mind with life assurance, as well as comprehensive health and dental insurance for you and your dependents
• Open vacation policy and flexible holidays so you can take time off when you need it
• Paid maternity leave, as well as 6 weeks paternity leave for fathers, to let you spend valuable time with your loved ones
• If you’re cycling, we’ve got you covered on the Cycle-to-Work Scheme. With secure bike storage too
• MacBooks are our standard, but we’re happy to get you whatever equipment helps you get your job done