Global Business Services – leading through a time of uncertainty

The COVID-19 pandemic has led to a period of enormous uncertainty for businesses around the world. GBS organisations face unprecedented challenges and GBS leaders have had to adapt quickly to make sure their organisations transition to the new normal. The key challenge is to mitigate the financial and operational risks and the disruption to business continuity.

This document highlights key considerations for GBS leaders in formulating their immediate response and developing plans to future-proof their service delivery models, focusing five key themes:

• Workforce Management
• Digital enablement
• Business Continuity & Disaster Recovery
• Service Delivery Model & Outsourcing Relationships
• Agility in Processes