Marcos Leitao

As shared services organizations continue to mature, vendor management has evolved from overseeing contracts and service levels to becoming a critical enabler of enterprise strategy. Leaders must determine which capabilities should remain in-house, which services are best delivered through external partners, and how governance models can ensure consistency, accountability, and long-term value across an increasingly complex service delivery network. This session explores how mature shared services organizations are redefining their sourcing strategies and governance frameworks to balance cost, risk, operational excellence, and business growth. 

Key Takeaways: 

• Evaluate which capabilities should remain internal and which services are best suited for outsourcing or co-sourced delivery models  
• Leverage on BPO capability and expertise to speed up transformation, process optimalization and automation 
• Build governance frameworks that strengthen accountability, performance management, and collaboration across multiple service providers  
• Balance cost optimization, operational resilience, and long-term capability development to support a scalable shared services operating model