As companies evolve—divesting legacy operations, acquiring new business units, or upgrading ERP systems—meeting service expectations becomes more complex and critical. This session highlights how a mature shared services organization supporting FEMSA is managing SLA performance across a shifting landscape of internal clients and external stakeholders. With decades of experience, a strong governance model, and independent chargeback structure, this team is not just supporting change—they’re embedding SLA adherence into every transformation. Learn how they're safeguarding performance, aligning with evolving business needs, and ensuring continuity as services transition to new ownership. 

Key Takeaways: 

• Translating governance models and internal tools into SLA stability during ERP and ownership transitions 
• Managing service continuity while divesting business units and onboarding new acquisitions 
• Aligning SLA delivery with a federated business model through proactive communication, performance dashboards, and cross-functional accountability