Role Description 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 evaluations. - Collaborate with Finance on budget planning, forecasting, accruals, and financial reporting. - Coordinate with Legal on contract terms, data privacy agreements, IP ownership, and liability. - Work with media strategy teams to translate strategic needs into agency SOW and resource requirements. - Support Marketing Operations on agency integration with internal tools, processes, and workflows. - Operational Excellence & Governance - Establish and maintain vendor management processes: onboarding, performance tracking, issue escalation, offboarding. - Create transparency in agency costs: what we're paying for, what value we're receiving, where efficiencies exist. - Maintain organized documentation: contracts, SOWs, invoices, performance reviews, meeting notes. - Lead process improvement initiatives to reduce friction between internal team, agency, and Finance. - Ensure compliance with company vendor management policies, financial controls, and audit requirements. - Strategic Partnership Development - Elevate the Media Agency of Record relationship from transactional vendor to strategic partner. - Identify opportunities for deeper collaboration: joint planning, innovation pilots, market insights, capability building. - Facilitate knowledge sharing between Media Agency of Record’s global network and ServiceNow's regional teams. - Advocate for ServiceNow within Media Agency of Record’s organization to ensure priority treatment and best talent allocation. - Participate in Media Agency of Record’s strategic planning sessions and agency-wide initiatives relevant to ServiceNow. Qualifications - 10+ years in marketing operations, vendor management, finance operations, or agency account leadership roles. - Deep 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 reporting. - Proven expertise in operational oversight and delivery validation within global agency networks. - Strong financial acumen: budget management, invoice reconciliation, contract negotiations, cost optimization. - Experience with media agency fee structures: retainers, commissions, project fees, pass-through costs. - Contract management expertise: MSAs, SOWs, SLAs, scope management, vendor performance terms. - Cross-functional leadership: ability to work with Procurement, Finance, Legal, Marketing Operations without direct authority. - Excellent relationship management skills: balance partnership building with commercial rigor and accountability. - Strong analytical and problem-solving abilities: diagnose operational issues and design scalable solutions. - Executive presence: comfortable presenting to senior leadership and agency C-suite. Preferred Qualifications - Experience in B2B tech/SaaS marketing operations or finance. - Background working within a major media agency (client service, account management, finance). - Familiarity with media platforms and how agency billing integrates with platform costs. - Understanding of media planning, buying, and operations workflows. - International business experience managing vendors across multiple currencies and regulatory environments. - Bachelor's degree in Business, Finance, Marketing, or related field; MBA. Key Success Metrics - Financial accuracy: zero billing errors, timely monthly close, accurate budget forecasting. - Cost efficiency: year-over-year cost optimization while maintaining or improving service quality. - Contract compliance: agency delivers all contracted services at agreed-upon quality and timeline. - Relationship health: strong agency partnership scores, priority treatment, proactive strategic contributions. - Operational efficiency: streamlined processes, reduced cycle times for approvals/payments, minimal escalations. - Stakeholder satisfaction: Finance, Procurement, and media strategy teams rate vendor ops support highly. - Value 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 outcomes. - Financially rigorous: Relentless attention to budget accuracy, billing detail, and cost efficiency. - Relationship builder: Balance accountability with partnership - hold agency to high standards while maintaining collaborative, respectful relationship. - Process oriented: Design scalable systems that work across complex global structure. - Strategic thinker: See beyond transactional vendor management to long-term partnership value. - Influential communicator: Get things done across functions without direct authority. Benefits - Base pay of $184,100 - $287,650, plus equity (when applicable), variable/incentive compensation and benefits. - Health plans, including flexible spending accounts. - 401(k) Plan with company match. - ESPP, matching donations, flexible time away plan, and family leave programs.

• Own the end-to-end preparation of our consolidated financial statements (IFRS & GAAP), ensuring the highest degree of accuracy and integrity. • Lead all accounting operations, including efficient month-end and year-end close processes, to ensure timely and precise financial reporting. • Design and maintain a robust internal control framework to safeguard company assets and ensure compliance with all financial policies. • Direct all regulatory reporting, ensuring accurate and timely submissions to financial authorities, and proactively adapt practices to evolving regulations. • Serve as the primary liaison for external auditors, driving a seamless and efficient annual audit process from planning through to completion. • Drive all tax planning and compliance activities, with a special focus on navigating the complexities of cryptocurrency tax implications. • Drive the continuous improvement of financial systems and processes, leveraging NetSuite to enhance reporting capabilities and streamline operations.

• Manage full cycle accounts payable and receivable, including payment posting, subcontractor invoice processing, and vendor management • Lead month end and quarter end close, ensuring accuracy, completeness, and timeliness across all accounts • Develop and manage the annual operating budget and rolling forecasts in partnership with the MD of Corporate Center • Support contract modifications, option year pricing, and subcontract financial management • Prepare and submit Provisional Billing Rates (PBRs) and Incurred Cost Submissions (ICS) to DCAA

• Own and manage the month-end close process, ensuring accuracy, completeness, and timeliness • Prepare and review monthly management accounts and financial reporting packs • Ensure compliance with IFRS and internal accounting policies • Oversee general ledger integrity, reconciliations, and key accounting judgments • Lead the external audit process, acting as the primary point of contact for auditors • Prepare and review consolidated IFRS financial statements • Ensure all statutory filing and regulatory reporting requirements are met accurately and on time • Maintain a strong internal control framework • Lead the annual budgeting process and rolling forecasts • Own cash flow management, including detailed cash flow forecasting • Monitor performance against budget and forecast, highlighting risks and opportunities • Provide financial insights to support strategic and operational decisions • Own and manage the company’s finance systems, including Microsoft Dynamics Business Central (BC) and Planful • Ensure system integrity, data accuracy, and effective integrations • Drive automation, efficiency improvements, and process optimisation across the finance function • Partner with senior stakeholders across the business • Provide financial guidance to non-finance teams • Lead and mentor the small finance team that provides operational support • Contribute to continuous improvement initiatives within finance • Foster a strong control mindset while supporting commercial objectives