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      Transforming your Global Business Services (GBS) model is not just a structural shift - it’s a fundamental change in how your organisation operates, delivers value, and adapts to the future. Effective GBS transformation requires more than a blueprint; it demands strategic design, disciplined execution, and sustained adoption across functions, regions, and teams. 

      Our specialists help you move beyond theory to embed change at every level, ensuring your GBS model delivers measurable results for the long term.

      Marie Chambers
      Marie Chambers

      Partner, Head of UK Global Business Services Advisory

      KPMG in the UK

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      Why GBS transformation matters

      Evolving from siloed services to a truly integrated GBS model is a complex journey. It requires aligning multiple functions, harmonising processes across geographies, and balancing both cultural and technological change.

      The key challenges often include:

      •             Securing stakeholder buy-in across business units

      •             Embedding digital solutions effectively

      •             Maintaining momentum during transition

      Our GBS strategy and design services ensure your future-state model is aligned with business priorities, while our proven Powered Enterprise GBS approach accelerates transformation by embedding digital workflows and leading practice.

      Wherever you are on your journey - from shared services to global integration - we help design and execute each stage with the right governance, process ownership, and cultural alignment.

      The three E's that power next-gen GBS

      Next-gen GBS is built on three essentials: Efficiency, Effectiveness, and Experience. Together, they enable leaders to scale smarter, deliver measurable impact, and create a connected enterprise that adapts to change with confidence.

      Efficiency

      Driving scalable, cost-effective operations

      • Standardised and simplified processes across functions and geographies, enabled by global process ownership and harmonised delivery models
      • Automation and digital enablement through orchestration platforms and AI, reducing manual effort and increasing throughput
      • Optimised service delivery via multi-location service centres and tiered support models, delivering cost savings and operational resilience

      Effectiveness

      Enabling high-quality, insight-driven services

      • End-to-end process accountability with clear ownership, governance, and performance metrics aligned to business outcomes
      • Integrated data and analytics to support proactive decision-making, continuous improvement, and strategic insights
      • Agile service models that adapt to changing business needs, regulatory requirements, and market dynamics

      Experience

      Enhancing user, employee, and stakeholder satisfaction

      • Consumer-grade service experience through intuitive interfaces, self-service capabilities, and responsive support
      • Improved employee experience via streamlined processes, clear service channels, and faster resolution times
      • Stronger stakeholder engagement through transparent service delivery, regular feedback loops, and co-created service improvements

      Why leadership teams choose KPMG for GBS transformation

      GBS transformation demands scale, insight, and execution. KPMG combines global delivery, proven frameworks, and leading technology partnerships to deliver measurable outcomes.Our work is grounded in deep Global Business Services expertise, ensuring every programme is benchmarked, future-ready, and built for lasting impact.

      • Global delivery experience

        We’ve supported some of the world's largest organisations in building and scaling GBS models across multiple functions and geographies. Our team brings hands-on expertise in navigating regulatory, cultural, and operational complexities.

      • Frameworks and benchmarks

        We use tried-and-tested frameworks, informed by leading industry benchmarks, to design operating models that balance efficiency with resilience. This ensures your GBS organisation isn’t just fit for today, but future-proofed for tomorrow.

      • Technology partnerships

        Our alliances with leading technology providers mean you can access platforms and tools that accelerate transformation – from intelligent workflow automation to advanced analytics.

      • Proven outcomes

        Clients regularly achieve cost savings while also improving service quality, user experience, and transparency. Our case studies highlight real-world success stories – from global finance transformation to multi-function shared services rollouts.

      Driving change adoption and engagement

      We help you build a tailored change adoption plan, combining clear messaging, leadership alignment, and continuous engagement. By positioning GBS as a business-partner function rather than just a cost-reduction lever, we help secure the confidence of executives and end users alike.

      For organisations seeking to embed more automation and digital workflows, our Powered Enterprise GBS solution provides a tested framework to accelerate adoption and deliver visible impact from day one.

      Embedding new ways of working

      A successful transformation requires lasting behavioural change. That means introducing new roles, clarifying accountabilities, and reshaping how functions collaborate within a global operating model.

      We help organisations redefine performance management, governance, and service accountability. Where external partners are part of the solution, our business process outsourcing advisory services ensure providers are integrated seamlessly into the new model - so that your teams can focus on value creation while suppliers deliver consistency and efficiency.

      Measuring and sustaining impact

      GBS transformation doesn’t end at go-live. To capture lasting value, organisations must measure, monitor, and refine their GBS model continuously.

      We measure success beyond cost reduction - tracking service quality, user experience, and strategic value. With regular reviews and benchmarking, your GBS function evolves as business priorities change.

      By linking transformation to measurable outcomes, we ensure your organisation not only achieves but sustains its ambitions for global business services.

      Choosing the right partner for your GBS journey means working with a team that combines proven experience with practical tools and global reach. Here’s how we deliver measurable impact:

      Frequently asked questions about GBS transformation

      • How do we ensure our GBS transformation aligns with wider business strategy, not just operational efficiency?

        We start by defining the GBS vision in the context of enterprise priorities - growth, resilience, cost optimisation, or digital enablement - so the operating model directly supports board-level objectives.

      • What role should business leaders play during a GBS transformation?

        Senior leadership involvement is critical. We advise executives to set the vision, align stakeholders, and make key governance decisions, while our transformation office drives execution and adoption.

      • How do we measure whether our GBS transformation is delivering value?

        We establish clear KPIs across cost, quality, agility, and stakeholder satisfaction, supported by benefits-tracking frameworks. Dashboards give boards ongoing visibility into performance and ROI.

      • What risks should we anticipate in a GBS transformation, and how are they mitigated?

        Common risks include underestimating complexity, weak governance, and cultural resistance. We address these through structured risk assessment, robust controls, and leadership alignment.

      Get in touch

      Read enough? Get in touch with our team and find out why organisations across the UK trust us to make the difference.

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