The shift from transactional service delivery to enterprise value creation demands a new mindset—and Service Management is leading the charge. By treating each service as a product with its own strategy, performance model, and client experience, top-performing GBS teams are elevating their role from operator to orchestrator. This session explores how service-centric accountability transforms outcomes, accelerates maturity, and aligns GBS more tightly with business imperatives. Backed by data from SSON Research & Analytics—where 89% of GBS leaders rank cost efficiency as their top priority—you’ll learn why Service Management is now seen as the #1 differentiator for GBS success.

• Drive strategic alignment by anchoring services to business priorities
• Boost service credibility through structured performance metrics, tiered pricing, and clear client engagement models.
• Foster innovation by embedding continuous improvement loops and empowering frontline teams to lead change.
• Reduce complexity by balancing global standardization with local flexibility in service delivery