GBS: Leading through a time of uncertainty

Impacts of COVID-19

As a result of COVID-19 Global Business Services (GBS) organisations face unprecedented challenges and GBS leaders have had to adapt quickly to make sure their organisations respond 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 on five key themes:

  • Workforce management
  • Digital enablement
  • Business continuity and disaster recovery
  • Service delivery model and outsourcing relationships
  • Agility in processes
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