Why Global Business Services keeps getting harder, and more valuable
Most people think GBS is about centralizing work. Move processes into one place. Standardize. Cut cost.
That was the old version.
Today’s GBS looks very different. It’s no longer a back-office consolidation exercise. It has become a complex, multi-layered operating model that supports the entire enterprise.
And that evolution didn’t happen by accident.
How GBS Started
The first generation of GBS was simple. Put similar work together. Create scale. Save money.
It worked, but it only solved half the problem.
How GBS Evolved
As businesses expanded and digital pressure increased, GBS had to change. What began as shared services grew into an operating engine that:
- Supports enterprise-wide transformation
- Connects fragmented processes
- Drives adoption of new tools
- Improves consistency and experience
- Uses data to predict, not just report
Suddenly, GBS wasn’t a cost-center. It became a capability.
Where Complexity Comes In
With growth came layers of complexity:
- Multiple locations and hybrid models
- Cross-functional ownership (HR, Finance, IT, Supply Chain)
- Automation pipelines running across different processes
- Governance models that must balance global and local needs
- Rising expectations from business leaders
- New digital skills required within the teams
The model became more powerful, and more difficult to run.
What the Best GBS Organizations Do
They embrace the complexity instead of fighting it.
They move from “delivery” to orchestration. From “services” to experience. From “cost savings” to enterprise value.
They build models that are flexible, digital-first, and designed to scale.
Most importantly, they stay aligned with what the business actually needs, not what the process manual says.
The Future of GBS
The next stage of GBS won’t be defined by structure. It will be defined by intelligence.
- AI-supported decision-making
- Predictive operations
- Hyper-automation
- Human expertise layered on top of digital engines
- A single backbone for processes, data, and experience
GBS will no longer just run the business. It will enable the business to move faster.
Closing Thought
Evolution brings complexity. But complexity, when understood, becomes capability.
That’s the real journey of a modern GBS model.