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Enlighta — Global Shared Services Performance & Governance
Global Shared Services Governance

Run Shared Services Like a Governed Service Business.

Global Shared Services are no longer just about centralization. They must deliver measurable value, maintain clear accountability, and prove their performance.

Enlighta brings together service performance, internal client experience, utilization, financial accountability, external partner governance, contract obligations, issues and AI-enabled processes in one operating model.

Service Performance & SLAs Internal Client Experience Utilization & Chargebacks External Partner Governance Contracts & Obligations AI-Enabled Governance
Explore the GSS Platform
Enlighta · GSS Command Center
Live
96%
Service SLA
4.3/5
Client Satisfaction
82%
Utilization
$70M
Managed Spend
Service Tower PerformanceSLA attainment
IT (96%)
HR (95%)
F&A (93%)
Proc (91%)
26
Open Issues
5
Strategic Partners
3
Watchlist Towers
Finance & Accounting capacity above thresholdUtilization 88% · above target threshold
SLA Target MetIT Services 96%
Chargeback Pending$1.2M review
USAAGoogleHitachiPepsicoAncestry USAAGoogleHitachiPepsicoAncestry USAAGoogleHitachiPepsicoAncestry
Command Center

Global Shared Services Command Center

Manage external supplier performance while monitoring service delivery to internal clients across regions and business units.

One executive view across service performance, internal clients, financial accountability and external delivery partners.

Service Tower Region Division Supplier Service Track Additional Filters
Unique Business Divisions
12
Across all divisions
Active External Suppliers
5
Strategic delivery partners
Active Service Towers
4
IT, HR, F&A, Procurement
Regions Served
3
Americas, EMEA, APAC
Governance Health
94%
Composite score
Overall Utilization
82%
Capacity vs plan
Service Towers

Performance by Service Tower

Compare how each GSS tower is performing.

IT Services

Healthy
Service SLA96%
96%
SLA Health
84%
Utilization
$29.4M
Total Spend
8
Int. Clients
3
Regions
5
External Suppliers

HR Operations

Stable
Service SLA95%
95%
SLA Health
78%
Utilization
$8.2M
Total Spend
6
Int. Clients
3
Regions
3
External Suppliers

Finance & Accounting

Watchlist
Service SLA93%
93%
SLA Health
88%
Utilization
$9.1M
Total Spend
5
Int. Clients
2
Regions
2
External Suppliers

Procurement

Attention
Service SLA91%
91%
SLA Health
84%
Utilization
$2.0M
Total Spend
4
Int. Clients
2
Regions
4
External Suppliers

*Illustrative data for demonstration

Regional View

Regional Performance Breakdown

Performance and utilization across served regions.

RegionClient EngagementsUtilizationPerformanceSpendChargeback
Americas884%95%14M12.5M
EMEA578%93%10M8.9M
APAC488%97%8M7.4M
Cross-Dimensional View

Service Performance & Governance Matrix

Service TowerRegionDivisionExternal SupplierUtilizationPerformanceSpendChargeback
IT ServicesAmericasEnterprise ITPartner A84%96%29.4M26.2M
HR OperationsEMEARegional HRPartner B78%95%8.2M7.3M
F&AAmericasCorporate FinancePartner C88%93%9.1M7.7M
ProcurementAPACSourcing TeamPartner D84%91%2.0M1.8M
Client Experience

Internal Client Experience

Shared services must demonstrate value to the customers they serve.

Satisfaction

  • Overall satisfaction scored 4.3/5
  • Satisfaction by tower and region
  • Trend against previous periods
  • Escalation triggers on decline

Service Experience

  • Response-time performance
  • First-time resolution rates
  • Service reliability and quality
  • Communication and status transparency

Relationship Health

  • Relationship health index
  • Recurring friction points
  • Executive engagement coverage
  • Trust trajectory by division
4.4 and above 4.0 – 4.3 Below 4.0
TowerAmericasEMEAAPACTrend
IT4.64.44.7Improving
HR4.24.54.1Stable
F&A4.04.33.8Declining
Procurement3.94.13.7Needs Attention
Financial Governance

Financial Accountability & Utilization

$132M
Total Budget
$48.6M
External Supplier Spend
$41.2M
Internal Chargeback
$128M
Forecasted Spend
+3%
Budget Variance
82%
Utilization
TowerBudgetActualVarianceUtilizationChargeback ModelStatus
IT70M29.4MOn Plan84%UsageHealthy
HR18M8.2MOn Plan78%HeadcountStable
F&A32M9.1M+6%88%TransactionWatchlist
Procurement12M2.0M+9%84%HybridAttention
Partner Ecosystem

One GSS. One Partner Ecosystem.

PartnerService TowerSLA HealthContract ComplianceOpen IssuesAction ItemsStatus
Strategic Partner AIT96%98%31Healthy
Strategic Partner BHR94%95%52Watchlist
Strategic Partner CF&A92%96%74Attention
Management Attention

Management Attention Required

SLA Performance
HR hiring SLA below target
Impact: Increased recruitment turnaround · Owner: HR Operations Lead
Medium
Utilization
F&A capacity above threshold
Impact: Risk of service degradation in peak period · Owner: F&A Tower Lead
High
Client Experience
Satisfaction declining in EMEA
Impact: Erosion of internal trust in shared services · Owner: Client Experience Lead
Medium
Contract Obligation
Quarterly review overdue
Impact: Compliance exposure on partner contract · Owner: Vendor Management Lead
Medium
Corrective Action
Critical remediation past due
Impact: Audit finding remains unresolved · Owner: Procurement Lead
High
Financial Variance
Tower spend exceeds plan
Impact: Budget variance pressure on F&A and Procurement · Owner: Finance Lead
Medium
Contract Governance

Contracts, SLAs & Obligations

Turn service commitments into continuously governed obligations.

142
Active Obligations
94%
Obligations Met
8
Upcoming Events
2
SLA Breaches
$186K
Service Credits
5
Overdue Actions
Contract / ServiceObligationOwnerStatusEvidenceAction
IT Managed ServicesMonthly SLAIT LeadMetCompleteNone
HR Service AgreementResponse SLAHR LeadBreachReview NeededOpen
F&A ServicesService ReviewFinance LeadDuePendingScheduled
Procurement ServicesPricing ReviewProcurementOverdueMissingEscalated
Governance Framework

12 Dimensions of GSS Governance

01

Service Performance

SLA/KPI achievement, trends, breaches and service credits.

02

Operational Performance

Functional KPIs, delivery quality and outcomes.

03

Internal Client Experience

Satisfaction, feedback, response times and relationship health.

04

Utilization & Capacity

Consumption, capacity, demand and utilization.

05

Financial Accountability

Spend, budgets, chargebacks and variance.

06

Invoice & Pricing Validation

Invoice validation, contractual rates and consumption.

07

Contracts & Service Obligations

Contract terms, SLAs, commitments and renewals.

08

External Partner Performance

Strategic providers, outsourced teams and delivery partners.

09

Issues & Corrective Actions

Recurring issues, root causes and remediation.

10

Governance & Management Scorecards

Integrated management insight.

11

Compliance & Controls

Contractual and regulatory compliance.

12

AI-Enabled Service Governance

AI governance in shared-services workflows.

Continuous GSS Governance

Governance continues throughout service delivery

Most GSS tools stop at monitoring
01
Define
Services
Service catalog, towers, owners and delivery commitments.
02
Establish
Performance
SLAs, KPIs, targets and measurement rules.
03
Monitor
Delivery
Collect performance and operational data continuously.
04
Measure Client
Experience
Monitor satisfaction, feedback and relationship health.
05
Govern
Financials
Track utilization, consumption, chargebacks and invoices.
06
Govern
Partners
Monitor vendor performance, obligations and dependencies.
07
Improve
& Assure
Manage issues, corrective actions and continuous improvement.
Enlighta Continuous Governance Covers the Full GSS Operating Model
Service Performance · Client Experience · Financials · Partner Governance
Enlighta
AI Governance

AI Is Now Part of the GSS Operating Model

AI is increasingly used for document extraction, workflow support, automation and decision assistance. As GSS adopts AI-enabled processes, governance must extend beyond people and providers to the systems that make decisions and process sensitive information.

18
AI-enabled workflows
42
Models in use
3
Policy exceptions
7
Human review requirements
0
AI incidents
98%
Runtime controls
11
Vendor AI dependencies
96%
SLA/compliance performance
AI-Enabled ProcessPurposeOwnerHuman OversightPolicy StatusStatus
Invoice ProcessingAutomationFinanceRequiredCompliantHealthy
HR Document ReviewDocument ExtractionHRRequiredReview DueWatchlist
Service RoutingDecision SupportITConfiguredCompliantHealthy
One Operating Model

One Operating Model for Global Shared Services

Internal

Internal Services

  • Service catalog
  • SLA/KPI management
  • Client experience
  • Utilization
  • Capacity
  • Chargebacks
Shared Layer

Shared Governance Layer

  • Dashboards & scorecards
  • Contracts & obligations
  • Issues & corrective actions
  • Governance meetings
  • Management insight
  • Workflow automation
External

External Ecosystem

  • Strategic partners
  • Vendor performance
  • Contract compliance
  • Third-party risk
  • Subcontractor visibility
  • Relationship governance
AI-Enabled

AI-Enabled Operations

  • AI inventory
  • AI risk
  • Policy controls
  • Runtime enforcement
  • AI incidents
  • Audit evidence

Ready to Govern Your Shared Services?

See how Enlighta brings service performance, client experience, financial accountability, partner governance and AI governance into one operating model.

Schedule a Demo
Enlighta — Global Shared Services Governance
Global Shared Services Governance

Run Shared Services Like a Governed Service Business.

Global Shared Services are no longer just about centralization. They must deliver measurable value, maintain clear accountability, and prove their performance against internal alternatives and external providers.

Enlighta brings together service performance, internal client experience, utilization, financial accountability, external partner governance, contract obligations, issues and AI-enabled processes in one operating model.

Service Performance & SLAs Internal Client Experience Utilization & Chargebacks External Partner Governance Contracts & Obligations AI-Enabled Governance
Explore the GSS Platform
Enlighta · GSS Command Center
Live
96%
Service SLA
4.3/5
Client Satisfaction
82%
Utilization
$70M
Managed Spend
Service Tower PerformanceSLA attainment
IT (96%)
HR (95%)
F&A (93%)
Proc (91%)
26
Open Issues
5
Strategic Partners
3
Watchlist Towers
Finance & Accounting capacity above thresholdUtilization 88% · above target threshold
SLA Target MetIT Services 96%
Chargeback Pending$1.2M review
USAAGoogleHitachiPepsicoAncestry USAAGoogleHitachiPepsicoAncestry USAAGoogleHitachiPepsicoAncestry
Command Center

Global Shared Services Command Center

One executive view across service performance, internal clients, financial accountability and external delivery partners.

Service Tower Region Country Business Unit Service Track Delivery Model Partner Contract Period
Service Performance
96%
Overall SLA/KPI attainment
Internal Client Experience
4.3/5
Satisfaction and relationship
Utilization
82%
Capacity vs plan
Financial Accountability
On Plan
Spend / chargeback / invoices
Open Governance Issues
26
Requiring attention
External Partner Health
Healthy
Strategic providers
Service Towers

Performance by Service Tower

Compare how each GSS tower is performing across delivery, client, financial and governance dimensions.

Healthy

IT Services

96%
SLA
4.5/5
CSAT
82%
Util
3
Issues
5 delivery partners
Stable

HR Operations

95%
SLA
4.3/5
CSAT
78%
Util
5
Issues
Watchlist

Finance & Accounting

93%
SLA
4.1/5
CSAT
88%
Util
8
Issues
Requires Attention

Procurement

91%
SLA
3.9/5
CSAT
84%
Util
10
Issues

*Illustrative data for demonstration

Performance Matrix

Service Performance & Governance Matrix

Service TowerSLA/KPIClient ExperienceUtilizationFinancialPartner HealthIssuesStatus
IT Services96%4.5/582%On PlanHealthy3Healthy
HR Operations95%4.3/578%On PlanStable5Stable
Finance & Accounting93%4.1/588%VarianceWatchlist8Watchlist
Procurement91%3.9/584%ExceptionWatchlist10Attention
Client Experience

Internal Client Experience

Shared services must demonstrate value to the customers they serve.

Client Satisfaction

  • Overall satisfaction
  • Satisfaction by tower
  • Satisfaction trend

Service Experience

  • Response-time performance
  • Recurring issues
  • Escalation volume
  • Resolution effectiveness

Relationship Health

  • Stakeholder feedback
  • Governance review outcomes
  • Service improvement commitments
4.5 and above 4.0 – 4.4 Below 4.0
TowerAmericasEMEAAPAC
IT4.64.44.7
HR4.24.54.1
F&A4.04.33.8
Procurement3.94.13.7
Financial Governance

Financial Accountability & Utilization

$70M
Total Managed Spend
On Plan
Spend vs Plan
$1.2M
Chargebacks Pending
8
Invoice Exceptions
$186K
Service Credits
82%
Utilization
Service TowerBudgetActualVarianceUtilizationChargeback ModelStatus
IT$70M$29.4MOn Plan82%Usage-basedHealthy
HR$18M$8.2MOn Plan78%HeadcountStable
F&A$32M$9.1M+6%88%TransactionWatchlist
Procurement$12M$2.0M+9%84%HybridAttention
Partner Ecosystem

One GSS. One Partner Ecosystem.

GSS operates as both an internal service provider and a buyer of external services. The governance model needs one view across internal performance and external supplier relationships.

PartnerServicesSLAComplianceIssuesRelationshipStatus
Partner AIT Services96%98%3StrongHealthy
Partner BHR Operations94%95%5StableWatchlist
Partner CFinance92%96%7Needs ReviewAttention
Management Attention

Management Attention Required

SLA Performance HR Operations hiring SLA below target for two consecutive periods Medium
Utilization Finance & Accounting capacity above target threshold High
Client Experience Internal client satisfaction declining in EMEA Medium
Contract Obligation Quarterly service review evidence overdue Medium
Corrective Action Critical remediation action past due High
Financial Variance Tower spend exceeds approved plan Medium
Governance Framework

12 Dimensions of GSS Governance

Comprehensive coverage across the entire shared services operating model.

01

Service Performance

SLA and KPI achievement, trends, breaches and service credits.

02

Operational Performance

Functional KPIs, delivery quality and operational outcomes.

03

Internal Client Experience

Satisfaction, feedback, response times and relationship health.

04

Utilization & Capacity

Consumption, capacity, demand and service utilization.

05

Financial Accountability

Spend, budgets, chargebacks and financial variance.

06

Invoice & Pricing Validation

Validation of invoice line items, contractual rates and service consumption.

07

Contracts & Service Obligations

Contract terms, SLAs, commitments, expiry and renewals.

08

External Partner Performance

Performance of strategic providers, outsourced teams and delivery partners.

09

Issues & Corrective Actions

Recurring issues, root causes, actions and overdue remediation.

10

Governance & Management Scorecards

Integrated management insight across performance, financial and governance measures.

11

Compliance & Controls

Tracking compliance with contractual and regulatory obligations.

12

AI-Enabled Service Governance

Governance of AI used in shared-services workflows, including policy compliance, oversight and accountability.

Operating Model

Continuous Governance Across the GSS Operating Model

Most GSS tools stop at monitoring
01
Define
Services
Service catalog, towers, service tracks, owners and delivery commitments.
02
Establish
Performance
SLAs, KPIs, targets, baselines and measurement rules.
03
Monitor
Delivery
Automated collection of service and operational performance data.
04
Measure Client
Experience
Internal client feedback, satisfaction and relationship insight.
05
Govern
Financials
Utilization, consumption, chargebacks, invoices and service credits.
06
Govern External
Partners
Supplier performance, contracts, obligations and delivery dependencies.
07
Manage Issues
& Improve
Exceptions → root cause → corrective action → closure → continuous improvement.
Enlighta Continuous Governance Covers the Full GSS Operating Model
Service Performance · Client Experience · Financials · Partner Governance — at every stage
Enlighta
AI Governance

AI Is Now Part of the GSS Operating Model

AI is increasingly used for document extraction, workflow support, automation and decision assistance. As GSS adopts AI-enabled processes, governance must extend beyond people and providers to the systems that make decisions and process sensitive information.

18
AI-enabled workflows
42
Models in use
3
Policy exceptions
7
Human review requirements
0
AI incidents
98%
Runtime controls
11
Vendor AI dependencies
96%
SLA/compliance performance
One Operating Model

One Operating Model for Global Shared Services

Internal

Internal Services

  • Service catalog
  • SLA/KPI management
  • Client experience
  • Utilization
  • Capacity
  • Chargebacks
Shared Layer

Shared Governance Layer

  • Dashboards & scorecards
  • Contracts & obligations
  • Issues & corrective actions
  • Governance meetings
  • Management insight
  • Workflow automation
External

External Ecosystem

  • Strategic partners
  • Vendor performance
  • Contract compliance
  • Third-party risk
  • Subcontractor visibility
  • Relationship governance
AI-Enabled

AI-Enabled Operations

  • AI inventory
  • AI risk
  • Policy controls
  • Runtime enforcement
  • AI incidents
  • Audit evidence

Ready to Govern Your Shared Services?

See how Enlighta brings service performance, client experience, financial accountability, partner governance and AI governance into one operating model.

Schedule a Demo

Enlighta’s software solutions empower enterprises to increase business value and mitigate risks in supplier and third-party engagements through data-driven insights into demand, performance, contract compliance & spend, and process automation for demand, selection, invoice validation, vendor governance, and third-party risk monitoring.

Enlighta Solutions

Learn how Enlighta can help your organization generate more business value and reduce risk with supplier and third-party relationships.

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