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Service Level Agreements
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Key Learning Outcomes
- Understand the role of Service Level Agreement and how you can align it with your business needs, initiatives and critical services
- Develop a SLA strategy, map, process, and construct a SLA that works
- Get the best negotiation tips and advice for getting the SLAs you want
- SLA performance measurement and vendor management
- Learn SLA best practices and avoid common issues and risks in getting it wrong
- Know the implications of non-compliance to the agreement and understand how you can protect your organizationís interest
- Examine disputes, remedies for customer, and termination due to SLA failure
- Assess how to safeguard your business and maximise profits through robust SLAs
Who Should Attend
Directors, Managers, Executives, Staff, and other key personnel who are involved in developing, implementing, and supporting Service Level Agreements including:
- Those responsible for procurement, purchasing and managing external services
- Those responsible for delivering services to internal or external customers
- Sales representatives who are responsible for gaining and improving relationships with customers
- Contract and Commercial Managers
- Quantity Surveyors
- Lawyers who negotiate and draft contracts
This course will be relevant to professional engaged in the contracting process regardless of which market sector they work in.
Course Director
Paul Carter Hemlin has nearly 20 years of commercial experience in the public and private sectors across several markets. He has managed commercial and contracts departments, led large bids, negotiated, drafted and managed numerous high-value complex IT and BPO contracts, SLAs and supply-chain contracts for various clients around the world.
In Association with
