Shared Services Transformation
Elevating GBS from Back Office to Strategic Partner
The Challenge
A global infrastructure consulting firm was transforming its Global Business Services (GBS) from a back-office operation into a technology-enabled group that actively supports business strategy, creating change across every facet – from roles and responsibilities to how people do their work each day. The GBS business leader needed a strategic partner to drive communications and change to enable the transformation.
The Approach
Ripplea stepped in as GBS’s strategic partner to act as a driver of communications and change while also providing execution of key deliverables to enable the transformation. With stakeholder input, a clear change narrative and reliable communication channels in place, leaders were better equipped to explain the operating model transformation and lead through change.
01
Aligning Leaders with Decision Support
tactic
Worked closely with leaders to identify transformation goals, risks and decision points that informed a strategy grounded in business priorities.
outcome
Created a practical communication strategy that equipped leaders to engage teams consistently, reducing ambiguity and creating greater alignment around the future GBS model.
02
Creating Clarity Around Future State
tactic
Explained what was changing and why, empowering other leaders to cascade this message and connect the dots for all members of the GBS organization and communicate how they fit into this change.
outcome
Clarified the core story of the transformation in plain language, helping employees understand not just what was changing, but why it mattered and how they fit into the future organization.
03
Building a Scalable Communication Engine
tactic
Implemented a right-sized communication infrastructure that helped a lean team focus limited resources on the communications most critical to transformation success.
outcome
Established communication channels, messaging governance and an editorial framework that enabled more proactive decision-making, improved communication consistency, and reduced reliance on reactive communications.
The Ripplea effect
Our focus was not just delivering communications, but building the leadership alignment, communication discipline, and repeatable operating practices needed to support future transformation efforts long after the engagement ended.
Heading
from our partners
"Ripplea helped us create a communications function that truly connects with employees—building trust, engagement, and momentum for our transformation."
If you’re navigating change and want a partner who leads with heart and clarity, we’d love to talk.