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.

Build core strength with service delivery insights

When input trumps throughput: Optimizing service delivery models for knowledge-based finance Functions
To create the next wave of value from service delivery transformation, finance and accounting organizations are looking beyond accounting transaction processing and toward highly skilled knowledge-based functions, such as controllership, tax, treasury, internal audit and compliance. But, delivering highly skilled functions through shared services and outsourcing requires a different approach than typically used with volume-based activities. Find out what’s different and what’s still the same—and why the rewards can be well worth the risks.

Zoom in on value: Vendor management office
By taking an elevated and strategic approach to innovation, Vendor Management Organizations (VMOs) can realize new value from their vendor relationships. Learn how VMO innovation plays a part in your global service delivery strategy in our latest global outsourcing perspective.

Connectors: The “human cloud” in global business services
After years of seeking creative new solutions to getting more work done more efficiently (shared services, global services, outsourcing, “silent offshoring,” and so on), some companies see the possibility for an entirely new opportunity: The so-called “human cloud.” In the human cloud, jobs are broken down into smaller components and assigned to freelance workers as a regular, manageable part of the company’s workforces.

Ask the pro: Why is change management so critical, and so challenging, in service delivery?
During service delivery transformation, program leaders often believe change management is only about one or two things. For instance, someone might think it’s all about having a clear vision, another might believe it’s about letting people know how it will impact their jobs, and yet someone else will think it boils down to training. The truth is that it’s much more complicated than that. Effective change management requires all of those things and much more.

Global outsourcing survey 2016
The use of outsourcing is accelerating even as it radically reinvents itself to keep pace with changing technologies that enable outcome based business services. The quest to drive business value through outsourcing was once focused on cost-cutting—and this will remain a key motivation—but the results of Deloitte’s global outsourcing survey 2016 indicates that outsourcing is becoming a vibrant pathway for driving innovation into the enterprise.


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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.