Service Delivery Transformation

Global Business Services. Outsourcing. Offshoring. Shared Services.

Making smarter connections between service delivery capabilities can have a business impact greater than the sum of its parts. To drive sustainable value across the enterprise, start at the core: Your service delivery model itself. Deloitte’s Service Delivery Transformation professionals can make connections others miss—whether your focus is global business services, shared services, or outsourcing.

Explore our latest service delivery transformation thinking

How we can help

We believe our clients’ service delivery models operate at the very core of their business. Strengthen at the core and you can strengthen the entire business.

Since core service delivery issues don’t recognize organizational boundaries–for example, what begins as an HR concern can quickly lead to issues in finance or technology–making connections between core service delivery issues is critical to driving enterprise value.

From global business services to outsourcing to shared services, Deloitte has deep service capabilities, a wide range of expertise, and broad global reach. We can help you identify, understand, and strengthen the connections between service delivery capabilities to drive profitable growth across the organization.

Our experienced Service Delivery Transformation professionals team with you throughout the entire service delivery transformation lifecycle–from assessing feasibility to developing strategy, from implementation to fine tuning–to strengthen the core and deliver maximum value from your service delivery model


To transform your business, transform your service delivery model.

2017 Global shared services survey
Shared Service Centers continue to grow in popularity and scope, delivering increased value year after year. Meanwhile, technologies such as robotic process automation are rapidly emerging with the promise to transform how shared services are delivered. Deloitte's 2017 Global shared services survey examines these and other key trends and leading practices.

Business integrity in service delivery
Business integrity refers to having reliable data upon which to base decisions before, during, and after structural transformation. Learn how shared services can help add value by guarding business integrity and protecting cost-effectiveness and scalability during major change.

2017 Global contact center survey
In Deloitte's 2017 Global contact center survey, customer experience and service improvement topped the priority list. Among the key findings, as soon as 2019 more than half of customer interactions are expected to be through channels other than voice.

Ask the pro: What's next in shared services location strategy?
Following the "herd" to new shared services locations can lead to issues with labor availability, attrition, and escalating costs. In this edition of Ask the pro, Matt Highfield, managing director, Deloitte Consulting LLP, discusses the importance of due diligence in location strategy and how to achieve calculated coexistence in new markets.

Connectors: Transform your corporate legal departments
The need to pursue transformation in the legal department is becoming increasingly clear, as all functions are being asked to do more with less. That’s why many CLOs, general counsels, and other legal leaders are looking at transforming their service delivery capabilities. In this issue of Connectors, we identify and explain some of the key steps these leaders are taking on the path to service delivery transformation.



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Explore what’s next in global business services

Want to know what’s next in global business services (GBS)? It’s difficult to keep up—this is a rapidly evolving environment that’s being shaped by equally swift changes in technology, automation, the workforce, and more. Meanwhile, expectations within the organization are changing. Here are a few of the most current trends that will likely have big implications in the world of GBS.

    Get in touch

    Jean White

    Jean White

    Principal | Service Delivery Transformation

    Jean is a principal with Deloitte Consulting LLP and leads our Service Delivery Transformation and Global Business Services teams. With more than 25 years of consulting experience, she specializes in ... More

    Dan Kinsella

    Dan Kinsella

    Partner | Deloitte Advisory

    Dan Kinsella is a Deloitte Advisory partner serving as the Deloitte national Third Party Risk Management leader. Dan combines business and technology solutions to help his clients create and optimize ... More

    Dave Smith

    Dave Smith

    Principal | Service Delivery Transformation

    Dave is a principal with Deloitte Consulting LLP and a leader in the HR Operating Excellence practice. He helps clients develop operating models with bottom-line impact, in sync with the business at e... More

    Brian Claire

    Brian Claire

    Partner | Tax Management Consulting

    Brian is a creator and leader of the Tax Management Consulting service offering and is a subject matter specialist in our Global Compliance and Reporting (CRS) practice for Deloitte Tax LLP (Deloitte ... More