GBS is undergoing a paradigm shift driven by advances in AI as well as market forces such as cost and regulatory pressures and demand for specialist talent. This session explores the evolution of GBS from a focus on cost efficiency to becoming a true driver of value, agility and innovation.

In this session we’ll discuss how traditional input-based models are being replaced with value-based, outcome-led and innovation-driven partnerships that tackle core business challenges, pre-empt risks and enhance agility to seize new opportunities. We’ll discuss an emerging trend with GBS as a growth enabler commercialising its services and what that entails. We’ll look at the rise of autonomous intelligent enterprise operations powered by AI to drive touchless transactions.

Finally, we will bring these concepts to life through real-world examples that showcase how leading organisations are successfully evolving their GBS models to deliver greater innovation and impact.

Speaker

• 

  Anita Rawtani

  Senior Manager, Deloitte

Stakeholder engagement is a cornerstone of successful GBS transformation as it ensures that the needs, expectations and concerns of all impacted parties are understood and addressed. When done effectively, it builds trust, promotes collaboration and facilitates smoother adoption of changes by aligning stakeholders around common goals.

Join us in this lab to explore how to effectively manage stakeholders during GBS transformation, offering guidance and leading practice on the key stages for consideration. Our agenda will focus on engaging stakeholders in advance of the transition to help build alignment around the project vision, secure executive sponsorship and address initial concerns or resistance. We will also discuss how to pivot support during implementation and the importance of continuous communication in ensuring transparency, managing expectations and fostering collaboration across departments to minimise disruption and encourage buy-in. Finally, we will examine the importance of continuous stakeholder management post go-live, as stakeholder engagement remains vital to gather feedback, monitor performance and drive continuous improvement. This lab gives you the opportunity to uncover critical insights to unlock the success of your GBS transformation.

Speakers

• 

  Austin McEvoy

  Director, Deloitte

• 

  Kirsty Bentley

  Director, Deloitte

• 

  Kathyrn Bourner

  Associate Director, GBS, Deloitte UK

• 

  Anne Sweeney

  Manager, Deloitte

ServiceNow, the AI platform for Business Transformation, empowers organisations to streamline workflow processes, enhance productivity and deliver exceptional service experiences. Since its inception in 2004, ServiceNow has become a transformative force in enterprise service management and their collaboration with Deloitte to create 'GBS on Now' presents a remarkable opportunity for businesses to accelerate their GBS journey and unlock unprecedented levels of experience, efficiency, agility and innovation.

Discover how bringing AI + Data + Workflows to every corner of your business can revolutionise service delivery and foster a more connected enterprise. Explore the benefits of consolidating all GBS functions onto a single, intelligent platform - streamlining operations, improving user experiences and enabling seamless data flow across departments.

Alongside peers, participants will learn how data analytics and AI can unlock actionable insights, enhance decision-making and ensure GBS initiatives are tightly aligned with overall business objectives. In addition, this session will cover practical approaches to workflow optimisation that reduce costs and inefficiencies, as well as strategies for delivering tailored, intuitive user experiences that drive satisfaction, engagement and growth across the enterprise.

Speakers

• 

  Eleanor Sugrue

  ServiceNow

• 

  Roy Scholte

  Senior Manager, Deloitte

The future of Global Business Services (GBS) sourcing is both multidimensional and multidisciplinary, encompassing a variety of sourcing models such as outsourcing, insourcing, onshore, nearshore, offshore and digital workforces. The challenge lies, in part, in finding the optimal balance across these models while integrating diverse domains such as finance, HR, technology, procurement, cybersecurity, tax, legal, payroll and more.

In today’s climate of rapid technological advancements and economic pressures, organisations should rethink their operational frameworks to maintain a competitive edge. Join Deloitte Global for an engaging session to hear how leaders are pioneering agentic AI ecosystems and leveraging outsourcing to drive business outcomes. Participants will have the opportunity to reflect on their future service delivery models, understand the role of technology, explore talent models, discover performance measurement techniques and address key challenges and benefits. All that while exploring practical Operate services use cases and examples, including models such as Operate-to-Transform and Build-Operate-Transform-Transfer.

Outsourcing investment keeps increasing *:

• 80% of executives are planning to maintain or increase investment in third-party outsourcing [1]
• 60% of organisations are leveraging existing third-party vendors for AI-powered outsourcing [2]
• 57% of organisations are developing new outsourcing relationships with focus on AI [3]
• 42% cited improved access to talent as a primary driver for adopting outsourcing services [4]

Note: *Deloitte LLP, Global Outsourcing Survey 2024. [1] p.9; [2] p.7; [3] p.7; [4] p.15

Speakers

• 

  Caroline Leies

  Finance Operate Co-leader, Deloitte LLP

• 

  Sergi Lemus

  Operate leader and Finance Operate Co-leader, Deloitte Spain

• 

  Chinmay Nair

  Head of Global Business Services Advisory and Finance Operate, Deloitte Switzerland

The early stages of a GBS leadership journey are critical to building the foundation for long-term success. Leaders must balance delivering results quickly with establishing a clear vision, building credibility and engaging stakeholders across the business.

We are therefore excited to announce our inaugural GBS Leadership Development lab at this year’s Deloitte Shared Services Conference. This lab is designed to support new and future GBS leaders in accelerating their transition and positioning themselves for lasting impact.

In this session, we will explore Deloitte’s Leadership Transition frameworks and facilitate an open discussion on how to strategically shape your role as a GBS leader, translating vision into reality. Through collaborative discussion, attendees will have the opportunity to exchange experiences, challenges and best practices, while exploring the leadership strategies that can enable you to drive the next frontier of GBS evolution and steer your organisation to greater heights.

Speaker

• 

  Sarah Wymond

  Senior Manager, Deloitte

In an era of unprecedented geopolitical events, critical budgetary challenges and efficiency pressures, the Public Sector does not have time to sit and debate. They must ensure the successful delivery of better outcomes and benefits for citizen facing services, at lower cost.

This year’s Public Sector lab is not about contemplation – it is about action. Through targeted questions and peer-led discussions, uncover proven strategies and learn from technology-empowered organisations how GBS can strategically enable frontline delivery.

• Back-office bottleneck or strategic driver? With increasing pressure to remove costs and do more with less, Public Sector organisations must lead the way and fundamentally rethink GBS’s role, operating model and relationship with the wider organisation. Through harmonisation and interconnectivity GBS is uniquely positioned to accelerate time to value and become a strategic partner for the business. It is time to deliver exceptional citizen experiences.
• Trapped by legacy or technology fuelled transformation? Technology is no longer a 'nice to have' but a strategic imperative for GBS transformation. Public Sector organisations must leverage the significant investments in ERP implementations, Intelligent Automation, RPA and GenAI to unlock synergies and ignite efficiency.
• Building roadblocks or breaking barriers? Transforming GBS is not without its challenges. Resistance to change, legacy systems, complex stakeholder landscapes and a lack of clear ownership can hinder progress. Through real-world case studies and insights from leading organisations, we will equip you with practical strategies to overcome these obstacles and achieve lasting success.

Join us to discover how a strategic, tech-enabled GBS can become your organisation's anchor, empowering you to deliver impactful citizen services in an era of unprecedented change. The challenge is clear. The future of public service is in your hands. Are you ready to confront this challenge and define the future of Public Services?

Speakers

• 

  Alev Williams

  GBS Public Sector Lead, Deloitte

• 

  Sophie Weatherley

  Director, Deloitte

• 

  David Beeson

  Director, Deloitte