Shared Services Consulting

Achieve the next level of performance

Beloved classical compositions have a magical combination of instruments playing in orchestrated harmony. Organizations that effectively embrace shared services exhibit a similar flawless synchronization, turning complex movements into exceptional execution. With such shining examples around, why don’t all companies embrace or expand the shared services model?

Orchestrated harmony

Historically, shared services centers (SSCs) were used primarily to reduce the cost of core business functions, such as finance, procurement, human resources, and information technology. With cost reduction as its focus, SSCs didn’t always create harmonious experiences for users. Over time, many SSCs have evolved to be true service-oriented organizations, providing exceptional customer experiences over a much broader scope of services.

By focusing on the customer experience as well as internal execution, organizations are implementing a more coordinated strategy across functions leading to the creation of multifunction shared services and global business services. Shared services as a strategic business model transforms how a company with diverse business units operates globally. By connecting business units through their common core enabling functions, companies can streamline and improve how they conduct business – leading to consistent service delivery excellence leveraging effective and efficient practices.

Deloitte's Shared Services team works closely with executives to consider how a shared services operating model aligns with their specialists business strategy. We help drive desired results at the highest strategic levels: from initial strategy development and determining what the value of shared services is to a company, through the implementation and opening of a shared services center, to refinements of the shared services organization to help it achieve the next level of performance.

How has conventional wisdom been challenged for GBS and shared services organizations in light of COVID-19? And what are the future opportunities that can help organizations thrive into the future? Explore our report, based on dozens of conversations and in-depth interviews with GBS, shared services, and BPO leaders.


  • Develop and evaluate an initial SSC strategy or consider expanding an existing SSC
  • Evaluate sites and facilities locally and globally to help effectively locate an SSC
  • Design and implement the SSC’s IT infrastructure and networks
  • Address organizational and change management issues, including workforce transition, training, and communications
  • Establish effective governance procedures and service-level agreements for ongoing shared services management
  • Integrate the SSC into a company’s broader service delivery model organization, which may include offshoring or outsourcing
  • Explore potential benefits of outsourcing certain processes or services

Potential bottom-line benefits

  • Create a platform for cost-competitive growth
  • Improve cost visibility and metrics of back-office operations
  • Improve internal control efficiency and effectiveness
  • Optimize workforce through process improvement and consolidation of work
  • Take advantage of labor arbitrage through relocation of operations
  • Improve cash flows through tax-efficient structures and strategies
  • Eliminate redundancy and work fragmentation

Connecting business units through their common core processes can lead to consistent service delivery excellence.

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Jean White

Jean White

Principal | Global Business Services

Jean is a principal with Deloitte Consulting LLP and leads the US Global Business Services practice. With more than 25 years of consulting experience, she specializes in transforming organizations thr... More