Shared services centers are increasingly more global, more complex, and more digital.

Service delivery models are always evolving. For the world’s largest companies, there’s an increasing shift to more global, multifunctional models that are expected to provide higher value at lower cost. These shared and global business services constructs are creating an environment where digital capabilities can be rapidly adopted, positioning them as incubators for enterprise-wide digital and operating model transformation.

Since 1999, Deloitte has been conducting biennial surveys to understand how shared services organisations are capitalising on leading practices and trends to address their business challenges and better meet their customers’ needs. This year’s survey included 379 respondents across nine industries, representing all major regions globally and over 700 shared services centers (SSCs).

Explore highlights from the survey below and download the executive summary for even more findings and trends.