Deloitte helps enterprises evolve their global business services (GBS) for excellent employee experiences, streamlined service delivery, and continuous improvement.
Roy is the Global GBS on Now Product Owner leading the development roadmap and coordinating our global footprint with ServiceNow enabled GBS transformations. With over 15 years of technology consultancy experience he has helped numerous clients in different industries getting more value out of their IT investments. Next to his GBS role Roy is specialized in Strategic Portfolio Management implementations and advisory. The successful implementation of this capability has helped organizations make better-informed decisions and facilitated cost reduction by rationalizing the application landscape.
Sean is a partner with our North South Europe firm, leading our UK Service Management, Outsourcing Advisory Services and IT Financial Management businesses. Sean sponsors our Business of Technology platform, global Service Management Community of Practice and co-leads our EMEA Sourcing Advisory Community of Practice. Sean leads the ServiceNow practice for UK and EMEA and the global Apptio practice.
As the GBS Americas leader, Saurabh plays a pivotal role in helping drive Deloitte's service delivery capabilities on the ServiceNow platform. His strategic vision and passion for leveraging technology to help create value enables him to guide organizations through digital transformations and help achieve their business objectives. Saurabh's experience in leading large-scale implementations and managing complex projects combined with his knowledge of both the ServiceNow platform and client matters position him as a trusted advisor to clients seeking to optimize their ServiceNow investments. Saurabh is passionate about leveraging ServiceNow as a transformative platform to help organizations achieve operational excellence, streamline workflows, and enhance overall business performance. He understands the unique needs and complexities faced by businesses globally and works closely with clients to help tailor ServiceNow solutions to their specific requirements. In addition to his professional accomplishments, Saurabh actively contributes to the industry through speaking engagements, thought leadership articles, and participation in conferences and forums. He believes in sharing knowledge and insights to help organizations stay ahead in a rapidly evolving digital landscape. Saurabh embodies the qualities of a visionary leader and trusted collaborator, combining his specialist knowledge in GBS and ServiceNow with a passion for innovation and client success. With his guidance, organizations can unlock the full potential of ServiceNow and embark on transformative journeys that can help drive sustainable growth and competitive advantage.
Kurt is also the Europe/Middle East/Africa (EMEA) ServiceNow Customer Service Management leader. He is leading several enterprise service management programs for large, shared services units for clients in the industrial and consumer industries. Kurt also leads the Financial Services (FS) Operation proposition, which helps enable Deloitte Germany FS clients to rearchitect their middle and back-office banking processes to help enable true digital end to end connectivity with embedded automation, Artificial Intelligence , analytics, controls, and security.
Katie is passionate about driving change and embracing innovation in the Public Sector and Higher Education. She is at the forefront of shaping and executing strategic transformation programs that leverage data, digital innovation, and artificial intelligence. Her specialist knowledge lies in harnessing the power of cutting-edge technologies, such as ServiceNow, and marrying them with deep business insights. Through this fusion, she helps enable organisations to uplift productivity and enhance staff and customer experience, fostering growth and sustainable success. Katie works alongside with the Global ServiceNow Alliance team, shaping the perspective on the strategic imperative of enterprise service management (ESM) for organisations from back office through to customer interactions, as well as providing significant input into GPS strategy and propositions. Katie has led numerous clients to shape their transformation agenda with ESM at the core, and led significant large scale, multi-function ESM delivery programs through to benefit realization .
With this taxonomy, the enterprise can better organize their services to create a global service portfolio. And by classifying the available services, they can also enable more effective knowledge management.
With a global service catalog that is vertically and horizontally integrated across a few strategic enterprise functions and user intent, GBS organizations can provide enhanced experiences for users, even when their requests are complex.
This capability allows organizations to create, curate, and harvest knowledge to power continuous improvement. At the same time, it can enable self-service, ensuring that people have access to the information they need, when they need it.
Provide users with a single, first point-of-contact to access more—or all—GBS functions via universal request or virtual agent support on mobile or desktop portals. This enables self-service capabilities for employees, along with relevant, in-the-moment knowledge articles and real-time status updates. In addition, organizations can improve engagement and give back time to GBS agents and end users.
Use the power of ServiceNow to workflow user journeys for edge-to-edge, delivery-integrating services across different functions. A unified system of action can conceal the complexity of working on disparate technologies while improving how agents work from end-to-end. The result is reduced “swivel-chairing” between different tools and significantly improved resolution times.
Shift routine work away from email, phone, and desk agents, and provide fast access to care agents so they can quickly resolve highly sensitive and complex problems. With better workspaces and tools that are integrated with back-end enterprise systems, GBS agents can effectively improve the work experience of the organization’s people.
The GBS " center office".
A new GBS delivery model is emerging.
Learn more in our POV: GBS on Now: Make work flow across the siols.