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Shared Services Leadership in 2022

54% of shared services leaders expect their role in the broader enterprise to expand in 2022, yet many struggle to adapt to changing business needs. The Gartner Head of Shared Services Leadership Vision 2022 outlines three key issues that will affect shared services leaders and their teams and actions to take.

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    How we address shared services top challenges

    Shared services leaders must deliver year-over-year cost reductions while also positioning the organization for growth and generating insight for the enterprise. Gartner expert guidance and tools will enable you to make faster, smarter decisions to build a world-class shared services function.

    Add and adapt your services portfolio

    Shared services leaders must reset priorities and evolve the function to meet changing needs of the business. Identify the top opportunities for scope expansion based on the combined strengths of shared services and the needs of the enterprise.

    Sustain employee performance

    76% of shared services leaders expect to offer more flexible/work-from-home options postcrisis to accommodate for overburdened staff. Gartner's best practices can help to sustain or increase employee performance and competency development during disruption and change.

    Automate and standardize your processes

    96% of shared services leaders believe their robotic process automation, machine learning and artificial intelligence investments are just as, if not more, critical in 2022. Compare solutions against key cost and efficiency criteria to achieve your digitalization and automation goals.

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    When making the leap to a new position, almost half of executives — shared services leaders included — stumble and underperform. Gartner has analyzed thousands of leadership transitions and uncovered various insights you can leverage to establish yourself as an effective shared services leader during your transition and beyond.

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