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Service Level Agreement @ Dubai


Service Level Agreement @ Dubai
Service Level Agreement @ Dubai
19 November 2017 - 21 November 2017
Sheraton Dubai Creek - Dubai
Logistics Procurement and Supply Chain , Customer Service


Facilitated by: Experienced Practitioner Joe Caruso

Photo of Joe Caruso

Director in Education & Consulting Services in The Cullen Group.
A former CIO in Contract Management.
An expert in providing Sourcing, SLA, and Contract Management Advices.
Trained over 1,300 professionals on Outsourcing, Strategic Contract Management & Governance.
Developer & Publisher of the outsourcingtoolset


“The trainer was excellent in delivery, language, understanding of the subject matter and industry relevant explanations. With adequate training material from multiple sources, he definitely approached this course positively. The main strengths of this event was Joe teaching us how to create, manage and negotiate brilliant SLAs while maintaining the contracting life cycle.”
Ubaid Mustafa Qadiri – Head of Operations, Infrastructure & Applications, Celcom Axiata Berhad

“The trainer had depth of knowledge and provided adequate examples to facilitate understanding. The business requirement and benefits is the main strength of the event. This is my second course with Kexxel Group and the courses are very specific and informative.”
Rajesh Bangera – Supply Chain Manager, Service Delivery, Emirates Airlines

“The manner in which the speaker applied both theory and a practical approach to help the participants understand the subject is clearly a bonus.”
Hadafi Mamat – Manager, Legal & Procurement, TNB Energy Services

“The trainer is well knowledgeable as the material used was easy to grasp and the exercises distributed the contents of the course.”
Saad M. Nujaim – General Manager, Cost Management – Airline Maintenance, Saudi Arabian Airlines

“Joe is very interesting and delivered a very interactive masterclass. The main strength of the event was the constant interaction between the speaker and participants. Materials provided were also very helpful. Kexxel Group’s organization of this event is very good and the facilities at the hotel are great. Overall an excellent choice.”
Sylvian Champonet – Service Delivery Manager, Technip Geoproduction, APAC

Joe Caruso's Past Clients:

What you will learn from attending this event:

3 Day Program Agenda:

Overview of Day 1: Constructing your SLA, Planning and Writing the SLA

Learn about Setting the Context of your SLA

Establish the Boundaries by Defining the Scope and Accountabilities of your SLA

Develop the Key Performance Indicators (KPI) to measure performance

"Incentivise" the SLA to keep service providers motivated

Learn about Reporting - proven techniques in getting the right information

Examine SLA Governance and Management

Overview of Day 2: Making your SLA Work in Commercial Operations

Learn about Service Contracts

Discover how pricing can affect SLA

Understanding and optimising Outsourcing Lifecycle

Identify what competencies your Lifecycle Team needs

Plan for the end of the current SLA and for the beginning of the next SLA

Overview of Day 3: Mastering the Core Skills of Relationship Management, Communication, & Negotiation

Learn about Relationship Management in SLA

Develop effective SLA Communication 

Secure successful SLAs through negotiation

Apply the best SLA practices for your organisation

*******For more details, kindly download the brochure*******
Email us at  This e-mail address is being protected from spambots. You need JavaScript enabled to view it

Save up to 50% from in-house courses!

You may wish to consider having an in-house course delivered locally on-site if you have a number of participants with similar training needs. This course can be customised to fit specific requirements. For more information about IHT kindly send your enquiries to  This e-mail address is being protected from spambots. You need JavaScript enabled to view it

For more details on the event, please download the event's brochure!
If you have more enquiries, do not hestitate to email us at  This e-mail address is being protected from spambots. You need JavaScript enabled to view it .

Do you know that you can save up to 50% from in-house courses?
If you have a number of participants with similar training needs, you may wish the consider having an in-house course delivered to you locally on-site. This course can be customized to fit to your requirements.



Sheraton Dubai Creek
Country: ae