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      Global business services

      Helping your global business services function deliver more value using data and key insights.

      In today’s competitive market, organisations are transforming their global business services (GBS) function to deliver a resilient, agile and cost-effective service. The aim is to create an exceptional experience for both internal customers and GBS employees. Digital tools and platforms play a key role in achieving this.  
       
      GBS can create a competitive advantage by bringing together data and knowledge from across the organisation, aligning business units and breaking down silos between the front, middle and back office.

      Some prominent features define next generation business services:

      • A customer-centric service delivering business outcomes for GBS customers
      • Flexible and scalable model, a platform for business growth and performance 
      • Digitally enabled, embedding digital capability and adoption across the enterprise
      • An analytics and insights engine leveraging data from across the organisation  
      • A hub for enterprise transformation by prioritising and delivering transformation 
      • An empowered workforce operating with a digital mindset and reskilled to deliver next generation services
      Marie Chambers
      Marie Chambers

      Partner, Head of UK Global Business Services Advisory

      KPMG in the UK

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      GBS solutions and services

      We support our clients throughout their GBS journey, leveraging expertise across the entire GBS lifecycle—from strategy and assessment to design, market engagement, implementation, and transition.

      • Traditional GBS

        Designing and building a GBS organisation, transitioning from functional silos, and providing end-to-end service delivery, primarily for clients new to GBS or seeking a strategic reset.

         

        Services include:

        • Maturity assessment of current state delivery in comparison to leading practice
        • Defining the future state vision for GBS along with design principles
        • Developing the case for change and business case, including benefits / risks / investments
        • Interpreting and/or building financial models to track value realisation post-execution
      • Next Gen & Agentic GBS

        Helping mature GBS organisations optimise through digital transformation, expanded service offerings, and data analytics, whilst also leveraging ServiceNow to achieve strategic goals.

         

        Services include:

        • Reimagining the GBS strategy, leveraging agentic AI, automation, and data-driven insights to enhance efficiency, improve decision-making, and drive continuous innovation
        • Deploying an AI-enabled ‘Service Now’ orchestration layer, tailored to client requirements, to rapidly deliver and provide a seamless and unified user experience across the end-to-end value stream
      • Business Process Outsourcing Advisory

        Helping clients develop sourcing strategies, select vendors, manage contracts, and leverage technology to build strategic BPO partnerships.

         

        Services include:

        • Development of sourcing strategy, BPO market engagement approach and market scan including RFP development, due diligence and evaluation materials
        • Supporting with end-to-end contracting process for new suppliers, including commercials, negotiations and contract development
        • Review / renegotiate / optimise existing supplier contracts through benchmarking
        • End-to-end support for set-up and transition to delivery centre including transition plan and programme office, procuring and set-up of facilities, transition/transformation, migration, vendor management, stabilisation and monitoring
      • Powered GBS

        Helping clients become leading-class connected service organisations by leveraging technology and digital solutions to deliver a high-end customer experience and drive operational excellence.

         

        Services include:

        • End-to-end assessment and design of “who does what and where” across the GBS – including the retained organisation, outsourced arrangements, global capability centres (GCCs) / captives
        • Design of location strategy across onshore / nearshore / offshore / no-shore (virtual)
        • High-level Target Operating Model (TOM) design, transformation, and implementation roadmap for GBS
        • Designing and implementing a robust service management framework, including governance, vendor management etc
        • Focusing on continuous improvement and optimising in-house / outsourced arrangements

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