Wednesday, March 18, 2026


Big Idea Stage

7:30 am - 8:30 am Breakfast and Registration

8:30 am - 8:40 am SSOW Opening Remarks

8:40 am - 9:10 am Skills, Not Titles: Rethinking Org Design for Modern Shared Services

Steve Rudderham - Head of Global Business Services, Carrier

As automation frees up time and technology reshapes work across every function, the traditional job-title mindset is starting to show its age. Today’s Shared Services leaders need more than functional expertise—they need adaptable, cross-functional skills that evolve with the work.

Explore whether skills-based organizations are truly the future—or just another buzzword. We’ll look at how Shared Services teams are rethinking roles, mapping capabilities, and redefining what career growth looks like beyond the org chart. From building new competencies to assessing talent through a skills-first lens, it’s time to ask: Are we evolving fast enough to keep pace with the way work is changing? 



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Steve Rudderham

Head of Global Business Services
Carrier

9:10 am - 9:40 am Frontline by Design: How Customer Experience is Re-Wiring GBS

As customer expectations grow more complex, GBS teams can no longer operate in isolation. It’s time to embed customer insight directly into the GBS operating model and serve as a digital bridge between the back office and sales, marketing, and other customer-facing functions. This shift moves GBS beyond efficiency and SLAs toward true front-line impact, powered by data, empathy, and process leadership. Discover how service organizations can reframe their role to deliver business value, build trust, and influence enterprise priorities by putting the customer experience at the center.

This case study will help you to:

  • Gain practical tips on how to move from SLAs to XLAs—measuring what really matters to internal customers
  • Map key service touchpoints and use them to fix friction points fast
  • Use AI to support more responsive, empathetic service—not just speed
  • Uncover why GBS teams need to build soft skills like communication and relationship-building—especially in customer-facing or hybrid roles
  • Use customer feedback loops to prioritize service improvements and influence enterprise decisions
  • Scale the digital bridge concept across global functions with examples of what worked (and what didn’t) 



9:40 am - 10:00 am Shared Services & GBS State of the Industry Presented by SSON Research & Analytics

Tom Bangemann - Head of Data Development & Research, SSON Research & Analytics
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Tom Bangemann

Head of Data Development & Research
SSON Research & Analytics

10:00 am - 10:05 am Transition into Breakout Programs

Breakout Programs

Big Idea Stage

10:05 am - 10:35 am Panel | GBS as a Growth Engine – From Cost Center to Growth Center
Rob Bullen - Group Head of Global Business Services, British American Tobacco

Modern GBS organizations are stepping beyond efficiency to drive growth, margin, and cash, not just cost. They are fueling enterprise outcomes by innovating and productizing services, deploying AI and Agentic AI, evolving operating models and talent, and scaling value safely on strong foundations of data, trust, and risk. According to SSON Research & Analytics, the top five GBSOs today highlight growth, margin, and revenue as their core value drivers over cost. How do you define yours? Join leaders who are leveling up their GBSOs to deliver better business outcomes.

The panelists will:

  • Address the evolution from transactor to value enabler for the business
  • Explore proven strategies that have been effective in driving outcomes that impact revenue (i.e. client outcomes/sales outcomes)
  • Hear how others are translating the impact of those strategies C-Suite 



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Rob Bullen

Group Head of Global Business Services
British American Tobacco

Future of Business Services Boardroom (Invitation Only)

10:05 am - 10:55 am GBS Talent Evolution - How are the Skills Needed to lead a GBS Organization Today different than Skills that will be needed in 2030?




Future of Business Services Boardroom (Invitation Only)

11:20 am - 12:20 pm The AI Imperative: Future Skills Needed to Keep Pace with Technology




10:35 am - 11:20 am Networking Break & Demo Drive


11:20 – 12:00pm – Round 1 

12:00 pm – 12:05 – Break to Change Topics 

12:05 – 12:45 – Round 2 

Interactive Discussion Groups

IDG 1

11:20 am - 12:45 pm Location Strategy in the AI Era: Do You Build, Buy, or Automate?
Chris Costa - Head of Finance Transformation, Chewy


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Chris Costa

Head of Finance Transformation
Chewy

IDG 2

11:20 am - 12:45 pm How Do You Manage Change Fatigue in HR Transformation Initiatives?


IDG 3

11:20 am - 12:45 pm Measuring Innovation in SSOs: What Metrics Actually Matter?


IDG 4

11:20 am - 12:45 pm What’s the Best Way to Measure End-to-End Process Performance?


IDG 5

11:20 am - 12:45 pm Are Chatbots Really Improving Service Desk Response Times?


IDG 6

11:20 am - 12:45 pm People, Process, and Technology: How are You Mastering the Triangle of Transformation?




IDG 7

11:20 am - 12:45 pm How Do We Prove ROI and Explain the Realities of AI?


IDG 8

11:20 am - 12:45 pm Governance in the Age of AI: Structure, Risk, and Strategy


IDG 9

11:20 am - 12:45 pm What’s the GBS Skill Stack of the Future?


IDG 10

11:20 am - 12:45 pm How Do We Improve Demand Forecasting Across Global Supply Chains?


Interactive Discussion Groups

IDG 11

11:20 am - 12:45 pm How are You Driving Commercial Growth in your GBS?


IDG 12

11:20 am - 12:45 pm Will Agentic AI Deliver the Next Wave of Productivity?


IDG 13

11:20 am - 12:45 pm Call to Mid Market: How Do You Build Out Your GBS Strategy?


IDG 14

11:20 am - 12:45 pm From Fragmented to Focused: Centralizing Payroll & HR Operations for Impact
Nathan Bland - VP, Global Business Services, Pfizer Inc.


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Nathan Bland

VP, Global Business Services
Pfizer Inc.

IDG 15

11:20 am - 12:45 pm How Do Locations Fare with Digital Skills, Agility and Workforce Availability?


IDG 16

11:20 am - 12:45 pm Boosting Employee Engagement: Practical Strategies for a Thriving Shared Service Center
Robert Turck - VP, Global Financial Shared Services, IQVIA


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Robert Turck

VP, Global Financial Shared Services
IQVIA

IDG 17

11:20 am - 12:45 pm Back (Office) to the Future: Agentic AI for Global Business Services




IDG 18

11:20 am - 12:45 pm Move Seamlessly from a Decentralized Model to Shared Services


IDG 19

11:20 am - 12:45 pm Embed Continuous Improvement Excellence in Shared Services


IDG 20

11:20 am - 12:45 pm Revolutionizing Shared Services: How AI is Driving 30% Cost Reductions and Transforming Procurement Efficiency


12:45 pm - 1:45 pm Lunch


Breakout Programs

Human Resources Shared Services Program

1:50 pm - 2:20 pm Still Talking About Self-Service? Here’s Why We’re Not Done Yet

Self-service has been a buzzword in HR for over a decade—so why is it still taking up space on every conference agenda and transformation roadmap? Because the work isn't finished. And more importantly, the expectations are changing.

This session digs into why self-service continues to dominate HRSS priorities, what’s actually evolving beneath the surface, and how organizations are moving beyond “better portals” into smarter, more embedded, and more human-centered support. From micro front ends to AI-curated content, and frontline enablement—learn what’s new, what’s next, and why the self-service conversation isn’t going away anytime soon.

You’ll explore:

  • Why self-service remains a critical pillar of HR transformation
  • How employee expectations are evolving—and how HRSS is responding
  • Real-life innovations in automation, personalization, and channel integration
  • What a next-gen self-service model could look like in your organization 

Human Resources Shared Services Program

2:20 pm - 2:25 pm Transition Break


Human Resources Shared Services Program

2:25 pm - 2:55 pm Leading Through Uncertainty: How Siemens Navigated a Global-to-Regional Transformation
Michelle Irwin - Head of Media, Marketing, Communications, Culture and Training, Siemens

Change can shake even the strongest teams, especially when it means redefining how and where work gets done. When Siemens transitioned from a global to a regional shared services model, Michelle Irwin and her team were faced with balancing business needs and human impact. Behind every org chart update was a story of people, their questions, their fears, and ultimately, their growth.

In this practical, experience-driven session, Michelle pulls back the curtain on what it really takes to lead teams through large-scale transformation. She’ll share how her team:

Built trust through transparent, two-way communication, even when the answers weren’t easy

Created talent retention and engagement programs to keep top performers motivated amid uncertainty

Designed reskilling and retraining initiatives to prepare employees for new roles and responsibilities

Navigated cultural and linguistic nuances to keep a global workforce aligned and connected

Used continuous feedback and surveys to course-correct and strengthen team confidence throughout the change journey

Expect honest lessons, actionable takeaways, and a reminder that successful transformation isn’t just about the new model. It’s about bringing your people with you every step of the way. 

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Michelle Irwin

Head of Media, Marketing, Communications, Culture and Training
Siemens

Human Resources Shared Services Program

2:55 pm - 3:00 pm Transition Break


Human Resources Shared Services Program

3:00 pm - 3:30 pm From Right and On Time to Transformative: Payroll’s New Role in HRSS

Payroll is more than a back-office function. It’s the foundation of employee trust and one of the most visible HR processes. But in a digital, data-driven era, payroll transformation is about more than getting paychecks right and on time. It’s about redesigning the process to be predictive, seamless, and deeply connected to the employee experience. From harnessing automation to eliminate manual errors, to integrating payroll data with workforce insights, HR Shared Services leaders are reimagining payroll as a driver of engagement, compliance, and organizational agility.

In this session, we’ll explore how HRSS can:

  • Move beyond transactions to deliver experience-led payroll that boosts trust and morale
  • Harness automation, self-service, and AI to minimize errors and predict risks before they occur
  • Integrate payroll with HR, finance, and workforce analytics to deliver enterprise value
  • Use transparency and real-time communication to elevate payroll from a back-office task to a strategic differentiator
  • Reframe payroll as a core component of digital HR transformation, not just an administrative necessity 

Process Excellence Program

1:50 pm - 2:20 pm GPOs at a Crossroads – Owner, Orchestrator, or Both?

As GBS models evolve, the role of the Global Process Owner (GPO) is under renewed scrutiny. Should GPOs sit within delivery teams or remain strategically separate? Are they true owners of operations—or high-level orchestrators driving transformation from afar? This panel brings together GBS and process leaders to debate the structural, strategic, and cultural implications of where GPOs live—and what they do.
  • The pros and cons of embedding GPOs within delivery vs. positioning them as independent advisors
  • How process ownership is shifting amid AI adoption, tech standardization, and M&A activity
  • Whether current org design and nomenclature are setting GPOs—and the broader model—up to succeed or struggle
  • How to align GPO responsibilities with enterprise goals without overloading or underpowering the role
  • Real-world examples of where GPOs have unlocked (or stalled) transformation at scale
  • What a future-ready GPO model looks like in a world of intelligent automation and cross-functional collaboration

Process Excellence Program

2:20 pm - 2:25 pm Transition Break


Process Excellence Program

2:25 pm - 2:55 pm Panel | Reengineering Processes, People, and Performance in the Age of New Technology
Jakub Wojdat - Senior Director, Global Head of Finance Shared Services, TE Connectivity
Kirti Talwar - VP, Accounting Operations, Palo Alto Networks

As new technologies reshape the business landscape, Shared Services and GBS leaders are being challenged to reimagine the very foundations of how work gets done. But technology alone doesn’t drive transformation—people, processes, and performance must evolve in tandem.

  • Dive into how to reengineer processes while also building the capabilities, skills, and mindset your teams need to thrive
  • Examine the rise of process orchestrators and how to embed this role into your operating model
  • Discuss practical strategies for driving performance, from redesigning workflows to fostering adaptability, resilience, and innovation
  • Learn how to balance operational efficiency with human potential, ensuring your workforce is ready to maximize technology’s value today—and stay ahead tomorrow 

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Jakub Wojdat

Senior Director, Global Head of Finance Shared Services
TE Connectivity

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Kirti Talwar

VP, Accounting Operations
Palo Alto Networks

Process Excellence Program

2:55 pm - 3:00 pm Transition Break


Process Excellence Program

3:00 pm - 3:30 pm Harmonize to Optimize: Use Process Intelligence to Build Scalable, AI-Ready Operations

As Shared Services and GBS organizations look to scale and innovate, process harmonization is no longer optional—it’s foundational. Explore how leading enterprises are leveraging process mining and execution management to align siloed workflows, standardize operations, and pave the way for intelligent automation and AI. Learn how to move from fragmented execution to real-time, data-driven process excellence—turning complexity into a measurable growth driver.

  • Visualize and harmonize your end-to-end processes across regions and functions using real-time process intelligence capabilities
  • Benchmark global processes to identify inefficiencies, best practices, and standardization gaps
  • Build a transformation roadmap that sets the groundwork for AI enablement—powered by accurate process data
  • Drive change at scale by uncovering bottlenecks and automating root cause analysis
  • Set AI up for success by ensuring your operations are clean, standardized, and execution-ready 



Finance Transformation Program

1:50 pm - 2:20 pm Deliver End-to-End Process Excellence with AI for Intelligent O2C Transformation

Order-to-Cash is one of the most high-impact—and often under-optimized—processes within Shared Services. As enterprises scale, O2C becomes more complex, fragmented, and critical to working capital performance. Hear how an AI-powered O2C platform helps global organizations unify operations, improve customer experience, and accelerate cash flow—no matter where they are in their GBS journey.

  • Explore how to harmonize and digitize O2C across ERPs, geographies, and legacy systems
  • Walk through a proven approach to end-to-end O2C automation—from credit and billing to collections, deductions, and cash application
  • Dive into real-world examples of AI in action: credit scoring, collector prioritization, dispute resolution, and digital assistants
  • Leverage working capital dashboards for real-time cash flow visibility and risk monitoring
  • Manage change and cross-functional adoption across finance, sales, and customer support teams 

Finance Transformation Program

2:20 pm - 2:25 pm Transition Break


Finance Transformation Program

2:25 pm - 2:55 pm Beyond Receipts and Reimbursements— Reimagine Travel & Expense in the Modern SSO

What if travel and expense (T&E) management wasn’t a source of frustration—but a showcase of operational excellence? Discover how next-gen Shared Services and GBS organizations are transforming T&E from a tedious back-office task into a streamlined, data-driven engine for compliance, efficiency, and visibility. Join this session to learn how companies are using intelligent automation and policy-first design to tame complexity, curb spend, and create a seamless experience for employees on the move.

  • Automate away manual bottlenecks in travel booking, expense capture, and approval flows
  • Bake policies into processes—no more chasing receipts, exceptions, or last-minute fire drills
  • Harness real-time analytics and dashboards to track, optimize, and forecast travel spend across regions and teams
  • Design one T&E framework that scales globally while respecting regional rules and nuances
  • Build mobile-first, self-service experiences that win hearts while boosting speed and accuracy

T&E may not be your flashiest process—but it touches nearly everyone. Walk away inspired to make it a shining example of what process excellence can look like in a modern SSO. 



Finance Transformation Program

2:55 pm - 3:00 pm Transition Break


Finance Transformation Program

3:00 pm - 3:30 pm Reimagining Controls: Turning Financial Risk into a Source of Strategic Advantage

Finance transformation is no longer just about cutting costs. It’s about protecting cash, maintaining compliance, and building confidence in financial data. Dive into a real-life use case that outlines how this balance was achieved by automating oversight, reducing leakage, and improving stakeholder trust. Walk away with a roadmap for uniting compliance and cash flow under a single transformation strategy.

 



Shared Services Fundamentals Program

1:50 pm - 2:20 pm Defining Success from the Start: Building a Business Case Beyond Cost Savings
Rama Boodadoo - Director, Finance Shared Services, Black & McDonald Limited

As organizations launch or expand SSO functions, the traditional focus on cost reduction is no longer enough to define success. Today’s business environment demands that SSOs deliver broader enterprise value—driving agility, compliance, customer experience, and innovation from day one. Go beyond spreadsheets and expense reductions to articulate how your function can become a catalyst for transformation.

  • Learn how to measure and communicate success using value-based outcomes (e.g., improved cycle time, better compliance, stakeholder satisfaction) rather than just cost savings.
  • Discover how to position your SSO as an enabler of larger business goals, such as digital transformation, resilience, regulatory readiness, and ESG outcomes.
  • Get practical advice on establishing realistic baselines, KPIs, identifying leading indicators, and setting achievable targets for year one and beyond—especially when internal benchmarks are limited.
  • Understand how to justify upfront spend in automation, talent, and change management—even when traditional ROI models fall short.
  • Hear tips for building early momentum while laying the groundwork for sustainable, scalable value creation across the enterprise. 

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Rama Boodadoo

Director, Finance Shared Services
Black & McDonald Limited

Shared Services Fundamentals Program

2:20 pm - 2:25 pm Transition Break


Shared Services Fundamentals Program

2:25 pm - 2:55 pm Data-First Foundations: Building a Unified, Actionable Data Strategy

One of the most overlooked risks in standing up a new SSO is the lack of a cohesive data strategy. Early-stage centers often face fragmented systems, unclear data ownership, and inconsistent reporting—challenges that can slow progress, hinder automation, and erode stakeholder trust. The solution? Establish a data-first mindset from the start. Together we will learn how to build a unified, enterprise-wide data foundation that supports decision-making, process visibility, and future AI-readiness.

  • Dive into best practices for establishing centralized, flexible data infrastructure that aligns with your operating model and functional scope
  • Define data stewardship roles, create accountability structures, and ensure high-quality inputs across functions
  • Learn how to identify and map critical data flows across core processes like P2P, O2C, R2R, and procurement to eliminate blind spots and silos
  • Explore tools and techniques for consolidating reporting, enhancing analytics capabilities, and building a single source of truth
  • Learn from early adopters who struggled with disconnected systems and how they course-corrected to create actionable data ecosystems 



Shared Services Fundamentals Program

2:55 pm - 3:00 pm Transition Break


Shared Services Fundamentals Program

3:00 pm - 3:30 pm Transform Chaos into Clarity with Process Mapping & Automation
Michael Zirkle - Vice President of Financial Operations, Diocese of Orlando

Before you automate, map. Join this session for a step-by-step guide on how to bring order to operational complexity through process mapping and smart automation strategies specifically geared to new SSOs:

  • Uncover best practices to document and analyze workflows across key shared services functions to create a solid foundation before automation by uncovering inefficiencies, bottlenecks, and variation that need addressing
  • Discover how to prioritize automation opportunities that deliver immediate impact with minimal complexity
  • Use process mapping as a guiding tool to align technology investments with real operational needs, ensuring automation solutions are scalable and sustainable
  • Gain practical advice on challenges specific to immature SSOs, including fragmented data, lack of standardization, and change resistance—helping you navigate a smoother path to automation maturity
  • Explore how involving frontline staff and stakeholders in process mapping drives buy-in and uncovers hidden insights critical for successful automation 

Michael Zirkle

Vice President of Financial Operations
Diocese of Orlando

Digital Transformation Program

1:50 pm - 2:20 pm Your Competitive Edge Isn’t AI — It’s Your Data





Digital Transformation Program

2:20 pm - 2:25 pm Transition Break


Digital Transformation Program

2:25 pm - 2:55 pm AI Employees at the Core of Digital Transformation: Moving from Bots to Enterprise Workforces




Digital Transformation Program

2:55 pm - 3:00 pm Transition Break


Digital Transformation Program

3:00 pm - 3:30 pm From Requests to Results: Building Common Governance Across Business, IT, and Info Security

Too often, business units request new features without fully grasping technical complexities, while IT proposes solutions without fully understanding the business need. Add to this the rising role of information security in digital and AI initiatives, and misalignment can quickly create costly delays, frustrated stakeholders, and compliance risks.

This session explores how organizations can move from siloed conversations to shared governance models that bring business, IT, and Info Security to the same table from the start. By establishing common frameworks, aligning priorities, and embedding security into the design process, companies can accelerate transformation while ensuring trust, compliance, and business value.

Action Items:

  • Establish governance frameworks that integrate business, IT, and Info Security early in the discovery process
  • Use business problem framing techniques to clarify objectives before designing solutions
  • Involve InfoSec proactively in AI and digital initiatives to avoid late-stage delays and risks
  • Create transparent prioritization models and trade-off discussions to balance speed, value, and security
  • Implement iterative feedback loops that keep business, IT, and Info Security aligned as needs evolve 

Procurement/Supply Chain Management Program

1:50 pm - 2:20 pm Case Study | Partner with Procurement to Optimize Cost through Strategic Vendor Indexing

When it comes to driving cost optimization at scale, vendor rationalization is often overlooked—but it can unlock powerful efficiencies and enterprise-wide value. In this candid case study, hear best practices on how you can partner closely with procurement to consolidate a fragmented vendor landscape through a disciplined, strategic vendor indexing initiative.

Discover how the team:

  • Developed a framework and series of guiding principles to set the tone for how they engage outsourced providers and manage costs and expectations
  • Reduced their current list by 40-50%, setting the stage for a future goal of a single-digit master vendor list across technology
  • Addressed functional silos and stakeholder resistance, navigating preferences and legacy relationships to achieve greater enterprise buying power
  • Took a long-term, data-driven approach to categorize and analyze vendor overlap, enabling smarter strategic decisions
  • Balanced cost-saving imperatives with change management, including shifting some functions to fully outsourced models where appropriate

Walk away with actionable strategies for conducting a successful vendor indexing exercise, securing cross-functional alignment, and partnering with procurement to build a more cost-efficient, agile, and future-ready Shared Services organization. 

Procurement/Supply Chain Management Program

2:20 pm - 2:25 pm Transition Break


Procurement/Supply Chain Management Program

2:25 pm - 2:55 pm Break Down Silos in P2P: Align Sourcing & Payables into One Value Stream

Procure-to-Pay (P2P) is often fractured by functional silos—where sourcing and payables operate independently, undermining enterprise value and efficiency. Explore how to unify these functions into a single, streamlined value stream that delivers measurable impact across the organization. Together we will discover how mature Shared Services environments are tackling these obstacles with automation, standardization, and end-to-end visibility.

  • Reframe sourcing and payables as one cohesive, cross-functional team
  • Build the business case for payables automation—even when ROI isn’t obvious
  • Gain leadership buy-in for transforming non-revenue functions into efficiency engines
  • Move toward invisible, automated back-office operations that free up enterprise capacity 

Procurement/Supply Chain Management Program

2:55 pm - 3:00 pm Transition Break


Procurement/Supply Chain Management Program

3:00 pm - 3:30 pm Creating Better Insights on Category Savings Through Technology

In a time when cost control is critical and expectations for procurement continue to rise, unlocking deeper insights into category savings is a top priority for GBS and procurement leaders. Technology is now a key enabler in identifying savings opportunities, improving compliance, and ensuring procurement is a strategic lever for the business. But not all tech is created equal—and CFOs are looking for low-risk, high-impact solutions that can deliver immediate value with minimal disruption.

  • Identify top vendors driving innovation in category management
  • Discover tech-enabled transitions with minimal operational impact
  • Discuss how to frame ROI, risk mitigation, and value realization to secure executive buy-in for savings-focused digital transformation
  • Hear real examples of organizations that have harnessed tech to unlock hidden value, gain visibility, and drive performance

Scope Expansion Program

1:50 pm - 2:20 pm Panel | The Great Scope Expansion— GBS as a Home for Sales, Engineering, and More!
Tom McFarland - SVP, Head of Customer Success Shared Services, LHH
Joaquin Garcia Smith - HR Shared Service Center Head Americas, FLIX

The traditional playbook for cost reduction in Shared Services and GBS is no longer enough. As the pressure to deliver more with less intensifies, GBS and Shared Services leaders are shifting focus—from pure efficiency to enterprise enablement. This session brings together organizations that have evolved their scope to include non-traditional, high-impact functions like sales enablement, engineering, compliance, and real estate. Join forward-thinking GBS leaders to answer the hard questions:

  • How are GBS organizations moving beyond cost to deliver strategic value?
  • What’s driving the inclusion of new functions like sales ops, real estate, or compliance?
  • How do multi-function, multi-location, agile models unlock growth and innovation?
  • What skills and leadership mindsets are required to elevate the scope of GBS?
  • How do you secure buy-in for expansion and prove ROI in emerging service areas? 

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Tom McFarland

SVP, Head of Customer Success Shared Services
LHH

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Joaquin Garcia Smith

HR Shared Service Center Head Americas
FLIX

Scope Expansion Program

2:20 pm - 2:25 pm Transition Break


Scope Expansion Program

2:25 pm - 2:55 pm Case Study| From Support to Strategic: Building the Commercial Services Arm of GBS
Isaac Knoot - Vice President, Global Business Services, Boston Scientific

As revenue pressures intensify and data becomes a frontline asset, organizations are evolving GBS beyond traditional support functions. Get a behind-the-scenes look at how one enterprise successfully integrated sales enablement and commercial operations into its GBS model—creating new value streams, accelerating go-to-market efforts, and reshaping its perception as a growth engine.

  • Unpack how to make the case for commercial services in GBS including how to position and structure revenue-adjacent functions like sales ops, lead generation, ad operations, and channel analytics
  • Learn how unified data, shared service layers, and AI-driven insights enabled faster, more consistent sales support across regions
  • Explore how commercial teams benefited from automation, streamlined onboarding, lead-to-cash alignment, and more effective reporting
  • Hear lessons learned around stakeholder alignment, change resistance, and creating a customer-service mindset in sales-facing teams 

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Isaac Knoot

Vice President, Global Business Services
Boston Scientific

Scope Expansion Program

2:55 pm - 3:00 pm Transition Break


Scope Expansion Program

3:00 pm - 3:30 pm Case Study | A Model for Innovation: Discover Value Expansion through McCormick’s Technical Shared Services
Milena Biardzka - Global Delivery Lead, Technology Shared Services, McCormick & Company, Inc

McCormick’s Technical Shared Services team stands out as a unique example of scope and value evolution, moving beyond traditional back-office functions to deliver complex, business-critical services across quality, regulatory compliance, product certification, and technical documentation.

What sets McCormick apart is the integration of these technical and regulatory services within their GBS, enabling rapid, high-quality support for both internal and external stakeholders. Their ability to deliver complex documentation within 24 hours, navigate global regulatory environments, and support business expansion into new markets demonstrates the strategic value of a mature, innovative shared services model. Join this session to:

  • Explore McCormick’s journey in building and scaling their technical shared services and the challenges and opportunities of scope expansion
  • Discuss lessons learned along the way in seeking to differentiate and elevate their GBS operations
  • Hear how the function provides direct value to both internal (R&D, manufacturing) and external (customers, vendors) stakeholders 

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Milena Biardzka

Global Delivery Lead, Technology Shared Services
McCormick & Company, Inc

Future of Business Services Boardroom (Invite Only)

1:50 pm - 2:35 pm Reinvention or Irrelevance: Is the GBS Operating Model as We Know It at Risk of Extinction?




Future of Business Services Boardroom (Invite Only)

2:35 pm - 3:20 pm What is GBS Value Today? A Discussion to Detail Where the GBSO is Delivering Real-World Value to the Business




3:30 pm - 4:05 pm Networking Break and Demo Drive


Big Idea Stage

Big Idea Stage

4:05 pm - 4:35 pm Panel | Orchestrating Transformation: Human–AI Workflows that Scale Across Towers

AI can’t deliver real change if it stays in silos. This session shows how people and AI work together to run end-to-end processes like hire-to-retire, source-to-pay, and order-to-cash. We’ll break down where humans add value like handling exceptions, ensuring ethics, and shaping experience and where AI brings speed and scale through pattern detection and smart insights.  



Big Idea Stage

4:35 pm - 4:55 pm Benchmark Against SSON’s Top 20 Most Admired GBS Organizations
Naomi Secor - Global Managing Director, SSON Research & Analytics

A hallmark of SSOW has always been the ability to meet the highest volume of true peers in shared services, so that you can make those connections that will allow you to benchmark and discover where your SSO is doing good work, average work, or, sometimes, mediocre work. This session gives you the opportunity to benchmark against the best of the best. Join SSON Research and Analytics as they detail the KPIs common to the Top 20 Most Admired GBSOs and see where your SSO stacks up. 

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Naomi Secor

Global Managing Director
SSON Research & Analytics

Big Idea Stage

4:55 pm - 5:25 pm Skills in Motion: Reskilling and Recruiting for a Workforce That Can Pivot at Any Moment

Upskilling isn’t just about climbing the career ladder—it’s about preparing employees to adapt when priorities shift overnight. But agility starts even before day one. Recruitment strategies must evolve alongside reskilling efforts to ensure new hires bring adaptability, adjacent skills, and growth mindsets into the organization. This session focuses on building agility into both your skills strategy and talent acquisition approach, so HR teams can redeploy existing talent, recruit for versatility, respond to new technologies, and fill urgent gaps without losing momentum.

Action Items:

  • Map transferable skills across your workforce to quickly identify who can step into new or evolving roles
  • Design “pivot pathways” that clearly outline how employees can transition into different roles in response to shifting business needs
  • Leverage skills intelligence tools to forecast future skill demands and proactively prepare both training and recruitment plans
  • Evolve recruitment practices to prioritize adaptability, adjacent skills, and continuous learning potential in candidates
  • Embed agility into your culture by rewarding adaptability and integrating cross-training into regular development cycles 

Big Idea Stage

5:25 pm - 5:55 pm Panel | Back (Office) to the Future: GBS and the Next Wave of Operating Model Transformation


Future of Business Services Boardroom (Invite Only)

4:00 pm - 5:00 pm How to Be Data Driven in the Chicken and the Egg Scenario?


Future of Business Services Boardroom (Invite Only)

4:00 pm - 5:00 pm Outsourcing in the age of the Agents




5:55 pm - 5:55 pm Close of Day One

More Details to Come

Networking Receptions

5:55 pm - 6:40 pm SSOW Expo Hall Reception


7:00 pm - 9:00 pm SSON North America Impact Awards Gala