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Service Level Agreement @ Kuala Lumpur


Service Level Agreement @ Kuala Lumpur
Service Level Agreement @ Kuala Lumpur
14 November 2017 - 16 November 2017
Pullman Hotel Bangsar - Kuala Lumpur
In House Training , Management , Logistics Procurement and Supply Chain , Legal , Leadership , Human Resource , Customer Service


Managing Expectations and Delivering Service Excellence with 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 SourcingSLA, and Contract Management Advices.
Trained over 5,000 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

“Joe provided the needed understanding on SLA which through implementations will be beneficial to all.”
Mohamad Sham Mohd Nor – Senior Manager (Procurement), Tenaga Nasional Berhad

“Joe provided the ideal environment for learning and the made the subject easy to understand. Case studies, examples and tips are valuable.”
Abdul Rafiz Rasid-General Manager, Telekom Malaysia Berhad

“The trainer conveyed everything in an easy to understandable manner.”
Amir Hamzah – Head of Enterprise Services Management, Maxis Broadband Sdn Bhd

“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

“We learned the whole cycle of a SLA contract, in terms of how they are drafted and signed. This allows us to go back and apply what we’ve learned into our job. Joe knows his area very well and the way he facilitated the class was also very impressive."
Yong Siaw Wei – Senior Lead, Brunei LNG Sdn Bhd

“The main strength of this event is how Joe facilitated the whole course and allowed the participants to exchange experiences and knowledge especially as we come from different industries and backgrounds.”
Norjanah Abu Kassim – Head, Monitoring Tools & Software Management – Service Assurance, Celcom Axiata Berhad

“Excellent presentation format and skills. The main strength was exercises conducted during the course. Kexxel Group arranged the event well.”
Samantha Leong – Assistant Vice President, Commercialisation Specialist, PlaTCOM Ventures

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 
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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.


Pullman Hotel Bangsar
Kuala Lumpur