Service Level Agreements (SLAs): Design, Implementation & Management
Course Overview
Service Level Agreements (SLAs) are at the heart of effective supplier and customer relationships. A well-designed SLA ensures clarity, accountability, and consistent service performance. Poorly defined SLAs, however, can lead to disputes, missed expectations, and financial losses.
This **Service Level Agreements: Design, Implementation & Management** course provides a practical and comprehensive understanding of how to structure, negotiate, monitor, and enforce SLAs to achieve measurable business outcomes.
Participants will learn to define service expectations, establish performance metrics, and build governance systems that align with strategic objectives — whether managing internal departments, outsourced vendors, or external clients.
Course Objectives
By the end of this course, participants will be able to:
1. Understand the purpose, structure, and key components of effective SLAs.
2. Develop clear, measurable performance indicators and service metrics.
3. Align SLAs with business strategy and operational objectives.
4. Negotiate, draft, and review SLAs to protect organisational interests.
5. Manage performance, compliance, and continuous service improvement.
6. Build governance mechanisms for monitoring and dispute resolution.
Learning Outcomes
Upon completion, participants will be able to:
* Draft and interpret SLAs with clarity and precision.
* Identify key performance indicators (KPIs) and service metrics.
* Evaluate vendor or departmental performance using SLA data.
* Implement monitoring systems and review frameworks.
* Prevent and resolve SLA-related disputes effectively.
* Enhance service delivery quality through proactive management.
Who Should Attend
This course is ideal for professionals involved in service delivery, procurement, vendor management, and operations, including:
* Contract and Procurement Managers
* Vendor and Supplier Relationship Managers
* Project and Operations Managers
* IT and Facilities Management Professionals
* Quality and Compliance Officers
* Business Development and Account Managers
* Legal and Risk Management Personnel
Course Outline (5 Days)
Day 1 – Foundations of Service Level Agreements
* Understanding SLAs and their role in business relationships
* Key differences between SLAs, OLAs (Operational Level Agreements), and UCs (Underpinning Contracts)
* Legal and commercial principles behind SLAs
* Risks and challenges in poorly defined SLAs
* Case study: Failed SLA and its organisational impact
Day 2 – Structuring and Drafting Effective SLAs
* Essential elements of an SLA: scope, roles, responsibilities, performance measures
* Service definitions, deliverables, and timelines
* Setting realistic and measurable service levels
* Escalation procedures, penalties, and remedies
* Practical exercise: Drafting an SLA for a real-world scenario
Day 3 – Key Performance Indicators (KPIs) and Metrics
* Developing SMART service metrics
* Linking performance indicators to strategic goals
* Measuring quality, timeliness, responsiveness, and availability
* Benchmarking performance against industry standards
* Workshop: Designing KPI dashboards for SLA monitoring
Day 4 – SLA Governance, Monitoring & Compliance
* SLA performance reviews and governance meetings
* Managing vendor relationships and communication protocols
* Handling breaches, disputes, and non-performance
* Continuous improvement through feedback and data analysis
* Role-play: Conducting an SLA performance review meeting
Day 5 – SLA Negotiation and Continuous Improvement
* Negotiation principles for SLA formulation
* Risk management and flexibility in long-term agreements
* Aligning SLAs with contract terms and organisational strategy
* Transition, renewal, and exit management
* Final Workshop: Developing a Service Performance Improvement Plan
Certification
Upon successful completion, participants will receive the:
**Professional Certificate in Service Level Agreement Management (PCSLAM)**
awarded by **KE Leaders Training Centre, London**, recognising their expertise in designing, negotiating, and managing effective SLAs.
Key Benefits
* Gain practical expertise in creating measurable, enforceable SLAs.
* Strengthen vendor and client relationships through transparent performance management.
* Learn to monitor, review, and improve service outcomes.
* Minimise risks and enhance accountability in outsourced operations.
* Achieve professional recognition with an international certification.
Contact Info:
Enquiry at : admin@keleaders.com
Whatsapp: 0044 790 125 9494
For more details visit our website : www.keleaders.com
