In a shared services model, work that was previously duplicated inside each business unit is pulled together into one center that provides it as a service. The business units become internal customers, and the shared unit is accountable for defined service levels.
Want to see how a change decision stays connected to the people doing the work? See it in a 20-minute demo →
The gain is twofold. Consolidation removes duplicated effort and standardizes how routine work is done, while a service orientation makes cost and quality visible in a way scattered support functions rarely are.
The model is a structural choice within the wider operating model. It works best for activities that are common, high-volume, and rule-based, and less well for work that needs deep local context.