Leading a Shared Services Function
A shared services centre is judged by internal customers who did not choose it and cannot leave, which makes service definition and credibility everything. This course covers running one well.
Course outline
What this programme covers, module by module.
- 01Internal customers who did not choose you
- 02Service definition, catalogue and what sits outside it
- 03Service levels internal customers will actually accept
- 04Structuring teams around process rather than location
- 05Escalation, exceptions and the pressure for special treatment
- 06Measuring cost, quality and satisfaction as one picture
- 07Expansion, repatriation and defending the model
What you will gain
- Define services, standards and what is out of scope
- Agree service levels internal customers accept
- Structure teams around process rather than geography
- Handle escalation and exception requests
- Measure cost, quality and satisfaction together
- Build the case for expanding or repatriating a service
Who should attend
- Shared services and centre of excellence leaders
- Finance, HR and IT service managers
- Process owners and team leaders
- Executives sponsoring a shared services model
Upcoming sessions
| Date | City | Duration | Fees | Book |
|---|---|---|---|---|
| 2 to 4 Nov 2026 | London | 3 Days | US$1,500 | |
| 16 to 18 Nov 2026 | Dubai | 3 Days | US$1,500 | |
| 7 to 9 Dec 2026 | Pretoria | 3 Days | R13,000 | |
| 11 to 13 Jan 2027 | Durban | 3 Days | R13,000 | |
| 1 to 3 Feb 2027 | Cape Town | 3 Days | R13,000 | |
| 12 to 14 Apr 2027 | Johannesburg | 3 Days | R13,000 | |
| 21 to 23 Jun 2027 | London | 3 Days | US$1,500 |
Fees are per delegate and exclude VAT. Public intakes are confirmed once minimum numbers are met. We also deliver this course on your own schedule, in-house or live online.
Enquire about this course
Register your team or ask for a tailored in-house quote. We reply within one working day.
WhatsApp usCourse brochure (PDF)- Fees from
- R13,000 per delegate
- Duration
- 3 Days
- Field
- Leadership & Management
- Formats
- In-house, public, online
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