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Service Level Agreements @ Dubai


Service Level Agreements @ Dubai
Service Level Agreements @ Dubai
09 December 2018 - 11 December 2018
Hyatt Regency Dubai -
In House Training , Management , Legal , Information Technology , Customer Service , Corporate Training


Delivering Service Excellence and Cultivating Relationships with SLA Guru, Joe Caruso

Joe Caruso, SLA expert

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 had depth of knowledge and provided adequate examples to facilitate understanding. The business requirement and benefits is the main strength of the event.”
Rajesh Bangera – Supply Chain Manager, Service Delivery, Emirates Airlines

“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. Overall an excellent choice.”
Sylvian Champonet – Service Delivery Manager, Technip Geoproduction, APAC

“Joe was very energetic and well acquainted about the training contents. The training was well organized and structured. The main strength of the training was that there was a lot of interactive group exercises that made the whole training experience amazing."
Salha Al Jasmi – IT Manager, Daman

“Joe is very passionate about sharing his knowledge and experience with participants, He made the learning effective through holistic approach covering the entire process thoroughly.”
Asia Al Marzouqi - Manager For Planning and Customer, ENOC

“The duration of the course (3 days) is good and the workshops and location is one of the main strengths of this event.”
Abdullah Khallaf – Director of Training, King Abdullah Medical City

“Joe is a good trainer. The main strength of the event for me was the exercises, trainer and the information gained.”
Sari Al Kadi - Director, Logistics & Contracts, Ministry of National Guard Health Affairs

“The trainer is very knowledgeable and confident about the topic. He has a very easy way of giving the information. The structure of the topics is well designed, especially the practicing and group discussions and this is the main strength of the course.”
Amr Shebata – Snr Manager, Service Recovery, Etisalat

“Excellent trainer and material. The whole content is required but we also need real SLAs and checklists to be used as tools.”
Ali Hassan Ebrahim – IT & Service Desk Manager, Gulf International Bank

Joe Caruso's Past Clients:

What Will You Learn From Attending This Event:

3-Day Program Agenda

Overview of Day 1 - Constructing Your SLA – Planning and Writing the SLA

Introduction and Overview of Training

Strategic Elements of the SLA – things you need to know before you begin

Section 1: Setting the context of your SLA

Section 2: Setting the boundaries by defining the scope and accountabilities of your SLA

Section 3: Developing the Key Performance Indicators (KPIs) to measure performance

Section 4: “Incentivising” the SLA to keep your service providers motivated

Section 5: Reporting – proven techniques in getting the right information

Section 6: SLA Governance and Management

Recap and Case Study “What is wrong with this SLA?” – diagnose an ineffectual SLA

Overview of Day 2 - Making Your SLA Work in Commercial Operations

Section 7: Service Contracts - drive a watertight Contract

Section 8: Pricing – How it effects your SLA

Section 9: Understanding and optimising Outsourcing Lifecycle – the eight building blocks of a successful outsourcing program

Section 10: Lifecycle Skills – know what competencies your SLA lifecycle team needs
Section 11: Planning the Next Generation - the end of the current SLA and the beginning of the next

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

Section 12: Relationship Management
Communicate or Let the SLA Die
Securing successful SLAs through negotiation

Applying best practice for your organisation

Who Should Attend:

This course is designed for both the novice and the experienced and for SLAs with internal or external service providers. In particular, we highly recommend:
  • Service delivery managers
  • Shared service managers
  • Business analysts
  • Service procurement managers
  • Strategy, planning and resource managers
  • Contracts personnel
  • Operations and divisional managers
  • Procurement and purchasing managers
  • Logistics and supply chain managers

Enquiry/In-House Training:

*******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 .


Hyatt Regency Dubai