As businesses scale, the Landlord Model promises efficiency but often leads to rigidity, cost disputes, and misaligned priorities. Unlike traditional GBS, which operates as an integrated service function, the Landlord Model centralises service ownership while business units act as "tenants", providing services based on predefined agreements. While this structure optimises standardisation, it can create bureaucracy and limit flexibility. To overcome these challenges, organisations must refine cost transparency, improve responsiveness, and strike a balance between control and adaptability. This session will explore practical strategies to ensure the model drives value rather than friction.

·       Increase business unit engagement by establishing clear governance and continuous feedback loops

·       Explore whether the Landlord Model is right for you and how you can make it work

·       Strengthen GBS performance by integrating automation and AI for more adaptive, responsive operations