Shared Services Trends in 2021: State of Global Shared Services Report
January 26, 2021

Shared Services Trends in 2021: State of Global Shared Services Report


Chazey Partners, a global management consulting firm specializing in Shared Services, Business Transformation and Robotic Process Automation (RPA), is thrilled to announce the release of the State of Global Shared Services Market Report 2021 co-produced with the Shared Services & Outsourcing Network (SSON), the largest and most established community of global shared services and outsourcing professionals. The report highlights the five most critical areas based on SSON’s global survey in late 2020.  It was written with the support and input of SSON’s Global Advisory Board – 20+ of the world’s leading SSO and GBS operators.

The COVID-19 pandemic has, as with so many aspects of business, challenged the conventional set-up of Shared Services, and forced Shared Services and Global Business Services (GBS) professionals to adapt and re-think how it is set up and operates, whilst also leveraging the many benefits from having such a model in place during a time of crisis. The report offers timely insights to help Shared Services and GBS professionals to embrace the new ways of working, including five key critical areas:

  • Talent management
  • Future of Work
  • Building on continuous improvement & Emotional IQ
  • The data-readiness gap
  • Automation looking for a strategy

Download the Global State of Shared Services report 2021. 

The State of Shared Services report is the 4th in a series of market insights produced by SSON and Chazey Partners. In 2019, the two organizations partnered to produce three ebooks:

  1. The State of Global Shared Services Marketing Report 2019
  2. 7 Steps to Successfully Deploying RPA in Your Enterprise. This guide provides practical information for organizations starting the RPA Journey, including key steps for implementation, case studies and lessons learned from planning and launching.
  3. Global Business Services – Transformation Driver & Digital Enabler. The ebook provides insights into the current state and landscape of Global Business Services (GBS). The report includes information on actual organizations’ strategy, structure, transformation process, value achieved and use of data analytics and intelligent automation, all related to GBS.

“We are very excited to be able to leverage our team’s first-hand experience as shared services and digital automation practitioners and consultants to keep helping create these reports,” stated Phil Searle, CEO & Founder of Chazey Partners. “2021 has arrived. Shared services and GBS leaders must take charge of it and build an even more resilient, digitalized and future-ready Shared Services organization.”

About Chazey Partners

Chazey Partners is a practitioners-led global management consulting firm. Founded in 2006, Chazey Partners supports public and private sector clients with shared services, business transformation, technology enablement, intelligent automation, digital transformation, enterprise wide security and sourcing advisory around the world. Chazey Partners has been a recognized leader in these fields for many years, and was recently recognized by CIOReview as one of the 20 most promising Robotics solution providers. Leverage our experience for your success. For additional information, please visit us at

About SSON

The Shared Services & Outsourcing Network (SSON) is the largest and most established community of Shared Services and Outsourcing professionals in the world, with over 140,000 members.

Established in 1999, SSON recognized the revolution in support services as it was happening, and realized that a forum was needed through which practitioners could connect with each other on a regional and global basis.

SSON is a one-stop shop for Shared Services professionals, offering industry-leading events, reports, surveys, interviews, white papers, videos, and editorial, as well as real-time access to benchmarking and industry data via SSON Analytics.