About this role
The Media Vendor & Finance Operations Director will lead the global commercial partnership and financial governance for ServiceNow’s media investment, ensuring contract integrity, P&L accuracy, and maximizing partnership ROI. This role owns the commercial partnership with Media Agency of Record across their global hub structure (Americas, EMEA, APAC), ensuring contract compliance, financial accuracy, operational efficiency, and strategic value extraction from the agency relationship. You'll serve as the bridge between media strategy, finance, procurement, and agency leadership - ensuring our investment delivers maximum value while maintaining rigorous financial governance. This role reports directly to the VP of Marketing, Media and Sponsorships.
Key Responsibilities
Agency Relationship Management - Commercial & Operational
Direct the global commercial relationship and performance of the Agency of Record (AOR), ensuring global adherence to Master Service Agreements (MSAs)Serve as primary point of contact for contract performance, scope management, and operational escalationsManage agency performance reviews: evaluate delivery quality, adherence to SLAs, value delivery against contracted termsFacilitate quarterly business reviews (QBRs) with agency leadership to address performance, opportunities, and relationship healthCoordinate across Media Agency of Record’s hub structure to ensure consistency in service delivery while respecting regional nuancesContract & Scope Management
Manage master service agreement (MSA) and statements of work (SOWs) with Dentsu globally and by regionEnsure agency scope is clearly defined and adhered to - manage scope creep and change requests Lead annual contract renewals and negotiations in partnership with ProcurementTrack contracted deliverables (media plans, reports, QBRs, strategy sessions) and hold agency accountable to commitmentsEvaluate and optimize the agency’s global resource model; ensuring the agency deploys the correct mix of technical and strategic talent across regional markets.Document and enforce service level agreements (SLAs) for response times, deliverable timelines, and quality standardsFinancial Operations & Budget Management
Own financial relationship with Media Agency of Record : invoice processing, payment terms, fee structures, billing accuracyCollaborate with media/campaign teams to manage annual media budget tracking and reconciliationReconcile agency fees (retainers, project fees, media commissions) against contracted rates and actual work deliveredSteward the monthly financial close process in conjunction with Media team leads to validate spend, resolve billing discrepancies, ensure accurate accruals in a timely mannerManage the process with Media team leads to track budget vs. actual by campaign, market, and quarter - provide visibility to media leadership and FinanceManage agency cost structure: negotiate billing rates, volume discounts, value-adds, and partnership incentivesCoordinate with Finance team on POs, invoice approvals, payment processing, and financial reportingVendor Performance & Value Optimization
Establish and track KPIs for agency performance: delivery quality, responsiveness, strategic value, cost efficiencyIdentify opportunities to optimize agency costs while maintaining quality (process improvements, scope adjustments, efficiency gains)Negotiate value-adds from Media Agency of Record : proprietary research, beta platform access, training, strategic consultingLead savings tracking and value add tracking in partnership with media team and agency.Benchmark Media Agency of Record’s pricing and performance against industry standards and alternative vendorsLead make-vs-buy decisions: determine when to expand/reduce agency scope based on cost-benefit analysisCross-Functional Stakeholder Management
Partner with Procurement on vendor management: contract compliance, risk management, vendor evaluationsCollaborate with Finance on budget planning, forecasting, accruals, and financial reportingCoordinate with Legal on contract terms, data privacy agreements, IP ownership, and liabilityWork with media strategy teams to translate strategic needs into agency SOW and resource requirementsSupport Marketing Operations on agency integration with internal tools, processes, and workflowsOperational Excellence & Governance
Establish and maintain vendor management processes: onboarding, performance tracking, issue escalation, offboardingCreate transparency in agency costs: what we're paying for, what value we're receiving, where efficiencies existMaintain organized documentation: contracts, SOWs, invoices, performance reviews, meeting notesLead process improvement initiatives to reduce friction between internal team, agency, and FinanceEnsure compliance with company vendor management policies, financial controls, and audit requirementsStrategic Partnership Development
Elevate the Media Agency of Record relationship from transactional vendor to strategic partnerIdentify opportunities for deeper collaboration: joint planning, innovation pilots, market insights, capability buildingFacilitate knowledge sharing between Media Agency of Record’s global network and ServiceNow's regional teamsAdvocate for ServiceNow within Media Agency of Record’s organization to ensure priority treatment and best talent allocationParticipate in Media Agency of Record’s strategic planning sessions and agency-wide initiatives relevant to ServiceNow Our ideal candidate:
10+ years in marketing operations, vendor management, finance operations, or agency account leadership rolesDeep experience managing large-scale agency relationships ($50M+ annual spend) with global holding companies (Dentsu, WPP, Omnicom, Publicis, IPG)Proven track record managing multi-market agency structures with regional hubs and matrix reportingProven expertise in operational oversight and delivery validation within global agency networks. Track record of managing commercial performance within multi-market matrixed agency relationshipsStrong financial acumen: budget management, invoice reconciliation, contract negotiations, cost optimizationExperience with media agency fee structures: retainers, commissions, project fees, pass-through costsContract management expertise: MSAs, SOWs, SLAs, scope management, vendor performance termsCross-functional leadership: ability to work with Procurement, Finance, Legal, Marketing Operations without direct authorityExcellent relationship management skills: balance partnership building with commercial rigor and accountabilityStrong analytical and problem-solving abilities: diagnose operational issues and design scalable solutionsExecutive presence: comfortable presenting to senior leadership and agency C-suitePreferred Qualifications
Experience in B2B tech/SaaS marketing operations or financeBackground working within a major media agency (client service, account management, finance)Familiarity with media platforms and how agency billing integrates with platform costsUnderstanding of media planning, buying, and operations workflowsInternational business experience managing vendors across multiple currencies and regulatory environmenBachelor's degree in Business, Finance, Marketing, or related field; MBA Key Success Metrics
Financial accuracy: zero billing errors, timely monthly close, accurate budget forecastingCost efficiency: year-over-year cost optimization while maintaining or improving service qualityContract compliance: agency delivers all contracted services at agreed-upon quality and timelineRelationship health: strong agency partnership scores, priority treatment, proactive strategic contributionsOperational efficiency: streamlined processes, reduced cycle times for approvals/payments, minimal escalationsStakeholder satisfaction: Finance, Procurement, and media strategy teams rate vendor ops support highlyValue extraction: measurable value-adds secured from agency beyond base contract (research, training, beta access)Key Success Behaviors:
Commercially savvy: Understand the business of agencies - how they make money, what drives their behavior, how to negotiate win-win outcomesFinancially rigorous: Relentless attention to budget accuracy, billing detail, and cost efficiencyRelationship builder: Balance accountability with partnership - hold agency to high standards while maintaining collaborative, respectful relationshipProcess oriented: Design scalable systems that work across complex global structureStrategic thinker: See beyond transactional vendor management to long-term partnership valueInfluential communicator: Get things done across functions without direct authority
For positions in this location, we offer a base pay of $184,100 - $287,650, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs. Compensation is based on the geographic location in which the role is located and is subject to change based on work location.
Work Personas
We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work and their assigned work location. Learn more here. To determine eligibility for a work persona, ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.
Equal Opportunity Employer
ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.
Accommodations
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Export Control Regulations
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