Media Vendor & Finance Operations Director

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 escalations Manage agency performance reviews: evaluate delivery quality, adherence to SLAs, value delivery against contracted terms Facilitate quarterly business reviews (QBRs) with agency leadership to address performance, opportunities, and relationship health Coordinate across Media Agency of Record’s hub structure to ensure consistency in service delivery while respecting regional nuances Contract & Scope Management Manage master service agreement (MSA) and statements of work (SOWs) with Dentsu globally and by region Ensure agency scope is clearly defined and adhered to - manage scope creep and change requests  Lead annual contract renewals and negotiations in partnership with Procurement Track contracted deliverables (media plans, reports, QBRs, strategy sessions) and hold agency accountable to commitments Evaluate 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 standards Financial Operations & Budget Management Own financial relationship with Media Agency of Record : invoice processing, payment terms, fee structures, billing accuracy Collaborate with media/campaign teams to manage annual media budget tracking and reconciliation Reconcile agency fees (retainers, project fees, media commissions) against contracted rates and actual work delivered Steward the monthly financial close process in conjunction with Media team leads to validate spend, resolve billing discrepancies, ensure accurate accruals in a timely manner Manage the process with Media team leads to track budget vs. actual by campaign, market, and quarter - provide visibility to media leadership and Finance Manage agency cost structure: negotiate billing rates, volume discounts, value-adds, and partnership incentives Coordinate with Finance team on POs, invoice approvals, payment processing, and financial reporting Vendor Performance & Value Optimization Establish and track KPIs for agency performance: delivery quality, responsiveness, strategic value, cost efficiency Identify 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 consulting Lead 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 vendors Lead make-vs-buy decisions: determine when to expand/reduce agency scope based on cost-benefit analysis Cross-Functional Stakeholder Management Partner with Procurement on vendor management: contract compliance, risk management, vendor ev ... (truncated, view full listing at source)