Implementation and Management of Service Level Agreements

Implementation and Management of Service Level Agreements

Service Level Agreements (SLAs) are extensively utilised to define the scope of work and key responsibilities between a customer and a service provider. Given their ubiquity in modern business relationships, it is fundamental that all relevant personnel are familiar with the defining characteristics of SLAs and how the design and implementation of these contracts can impact operational efficiency and brand reputation.   

  • Contract Managers
  • Supply Chain Managers
  • Sales Executives
  • Other Managers and Executives
  • Procurement professionals
  • Buyers
  • Account Managers
  • Operations Managers
  • Understand why SLAs are so important for good business management
  • Apply a process to develop effective SLAs that define service level expectations and drive desired behaviours
  • Identify methods by which the SLA can be measured and performance monitored
  • Have an understanding of KPI’s and the relevance of critical success factors
  • Procurement cycle, process structure and tendering
  • Best practice contract management and the 3 C’s
  • Supplier performance measurement and KPIs
  • SLA use, benefits and application
  • The SLA development process
  • The monitoring and control of SLAs

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Paul Stone

Paul Stone

Managing Director

Paul is an experienced Human Resources and Managing Director with a demonstrated history of working in Blue Chip multinationals, professional services, the public sector and more recently in the education management industry.

Neil Roll

Neil Roll

GM - CP Training

Neil has been working in senior positions within supply chain education for the past five years, following over 25 years' of practical logistics experience in a blue chip multinational company.

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