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Shared services

Whether you are considering shared services as a means to save money, or because your operating model needs to change, or just because you have to, there are many factors to consider.  It is easy for something that began as a streamlining effort to blossom into a complex and difficult set of business changes.

When an organisation implements shared services, it brings together a wildly diverse collection of systems, processes and functions that were designed for more narrow purposes. They may not mesh naturally into a larger whole. And as old systems are being disrupted or even dismantled, their users may not be quick to appreciate the big-picture benefits. What began as a streamlining effort can blossom into a complex of procedural and interpersonal challenges.

Making it all work requires effective change management, a culture of cooperation and a fine degree of operational control – driven by a clear vision of the desired improvements. Top-down sponsorship and organisation-wide buy-in are equally critical.

How We Can Help

Deloitte’s comprehensive approach to shared services organisation (SSO) implementation is designed to help organisations extract as much value as possible from shared services initiatives. Whether your organisation is planning its first shared services structure or working to improve a long-standing operating model, our teams can provide a full range of support tailored to your desired results. We can help your organisation as it:

  • Develops and evaluates an initial shared services strategy or is considering expanding its existing SSO
  • Designs and implements the SSO’s information technology (IT) infrastructure and networks
  • Addresses people and change management issues, including workforce transition, training and communications
  • Explores the possible benefits of outsourcing certain processes or services
  • Establishes effective governance procedures and Service Level Agreements for ongoing shared services management
  • Integrates the SSO into its broader Service Delivery Model Organisation


Our network of nearly 3,000 shared services practitioners worldwide gives us the reach to support shared services needs around the globe.

Bottom-line benefits

An effective SSO can help:

  • Lower labour cost due to relocation of operations
  • Improve cost visibility and metrics of back-office operations
  • Improve internal control efficiency and effectiveness
  • Eliminate redundancy and work fragmentation
  • Create a platform for cost efficient growth

Contact us

  • Stefan Collins
    Partner - Wellington

Dig deeper

  • ExternalURL
    Deloitte’s 2013 Global Shared Services Survey Results
    Shared Services leaders are realising that although Shared Services is a mature concept, the next generation includes higher value processes, new geographies, and a higher utilization of hybrid models.
  • ExternalURL
    ShareShared services: From “if” to “how”: Insights from Deloitte’s 2011 global shared services survey
    Key themes on “how” to establish and improve a shared services organisation, based on the results of Deloitte’s 2011 global shared services survey results.
  • ExternalURL
    As shared services matures, how is it evolving?
    The future of shared services lies in integrated management approaches with new operating models and roles to help leverage synergies across silos and drive enhanced benefits.
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