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Service Level Agreement Series - Virtual Instructor Led Training


Service Level Agreement Series - Virtual Instructor Led Training
Service Level Agreement Series - Virtual Instructor Led Training
01 March 2021 - 04 March 2021
Virtual Instructor-Led Training (VILT) -
In House Training , Management , Logistics Procurement and Supply Chain , Legal , Information Technology , Customer Service , Corporate Training


4 Part Service Level Agreement Series:

Facilitated by International SLA Expert

Joe Caruso
Master of the Art of Service Delivery 

A recent study by Accenture Interactives shows that 80% of B2B buyers have switched suppliers in a 24 month period. This continuous suffering of key business relationships can be traced back to the deliberate misinterpretation of service contracts. To address this, Kexxel Group is inviting Joe Caruso to come LIVE for a session of Service Level Agreements.

For over 15 years, Joe has provided expert sourcing, SLA and contract management advice to over 110 organisations in over 130 projects covering 70 business functions with contracts worth up to $1.5 billion per annum throughout Australia, New Zealand, Middle East and Asia Pacific.

Being an experienced practitioner and former CIO in Contract Management and Service Agreements, Joe Caruso gives those training with him a deep understanding and bird's eye view of contracts. This comes with his past involvement in both “buy side” and “sell side” of projects allowing him to reach outcomes that are mutually beneficial to both parties, thereby ensuring successful and sustainable relationships.

Besides that, he also creates online learning content for University courses for Melbourne UniversityLondon School of Economics, and University of Missouri - St. Louis.

Joe’s private sector clients includes those in the banking, petroleum and telecommunications while his public sector clients cover numerous federal, state, and local government departments and agencies.



“Very informative and rich with relevant examples. The strengths are scattered over the entire content of the program. The organizers provided very good follow-up and were responsive all the time.”
Mohamed Gul – Manager, Partner Support & Managed Services, Emirates Integrated Telecommunications Company (du)

“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

"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. And the event was well arranged by the organizer."
Asia AL Marzouqi- Planning and Customer Manager, ENOC

“Joe is a very experienced trainer and he presented his materials in a confident manner. He spoke based on his experience.”
Bilal Sadeddine Habash – Head of IT Support Services, Abu Dhabi Islamic Bank


Other Past Clients

  • Emirates NBD
  • Saudi Arabian Airlines
  • Gulf International Bank
  • Abu Dhabi Islamic Bank
  • Schlumberger
  • Fuji Xerox
  • Mannai Trading Co.
  • Mitsubitshi Corp
  • Deloitte
  • Standard Chartered
  • Fujitsu
  • Singapore Post
  • CIMB
  • Telekom Malaysia
  • Department of Foreign Affairs & Trade
  • Pos Malaysia
  • Malaysia Venture Capital
  • Philippine Airlines
  • Brunei Shell Petroleum
  • Ncell


Why Choose Kexxel’s VILT Courses

NOT a Webinar!
Join our live, virtual courses enriched with a diverse range of interactive activities, such as action plans, group discussions, breakout sessions, exercises, case studies, and more.


Course Materials
An advantageous combination of presentation slides and downloadable workbooks are provided to participants prior to classes for a more holistic learning experience.


Pre-Course Questionnaires
Our instructors will understand the specific needs and requirements of each individual participant, by allowing attendees to review and highlight topics of importance prior to the course.


Private, In-house Sessions
Upon request for organizations seeking a more customised learning for their employees.


Secure Online Platform
Cisco Webex is the online training platform of choice for our VILT courses. Cisco Webex respects your data privacy, is highly secure by default, and has governance and transparency.


Event 1: Laying the Foundations for Effective Strategic SLA (1 March 21')

Service Level Agreements (SLAs) are a key strategy to ensure successful service contract outcomes. By defining the responsibilities of the parties in an agreement, as well as articulating those responsibilities in a clear and concise manner, we lay the foundation to a commercially solid and reliable contract that minimizes ambiguity and friction and maximizes success.

What you will learn:

  • The role of the Service Level Agreement in the total contractual picture
  • Practical ways to build a comprehensive and solid framework for establishing an SLA
  • Specifying which party is accountable for what
  • Articulating the requirements in a clear and useful manner
  • Why words matter - How to minimise ambiguity in the SLA

[Read more]


Event 2: Developing KPI’s to Measure and Drive SLA Performance (2 March 21')

Service activities require an expected or above expected level of performance to generate a good return on investment (ROI). We must define service outcomes that meet the needs of all key stakeholders and align our SLA outcomes accordingly. By using an approach to drive the right behaviors and performance, we can ensure that contracts will provide service in a manner that not only meets but exceeds the expectations of the whole business and its customers.


What you will learn:

  • Using a Balanced Scorecard and effective key performance indicators (KPIs)
  • Balancing penalties and rewards to get the behaviour you want
  • Detailing your reporting requirements
  • Overcoming challenges in defining the quality of service
  • Determining the appropriate key performance measurement parameters
  • Establishing incentives to ensure that contractors continuously meet and exceed expectations

[Read more]


Event 3: Managing SLAs in Commercial Operations (3 March 21')

Service contacts are not easy to execute and manage well as there are many elements that contribute to its success. Having the right price structure that is appropriate for the service, industry and business is key, as is the way the SLA is deployed into the business. Furthermore, by establishing solid commercial governance, as well as having a regime to man


What you will learn:

  • Establishing the SLA governance framework – clear structure, accountabilities, reviews, meetings, and management procedures.
  • Dealing with issues, variations, and disputes.
  • Managing the SLA – it takes many skills to ensure success.

[Read more]


Event 4: Core Skills of Relationship Mgt, Communication & Negotiation (4 Sept 21')

There are many moving parts that contribute to, or undermine the effectiveness of SLAs. To deal with these, we depend on inter and intra party relationships, engagement and interactions, as well as how we negotiate and resolve points of difference. By having a good understanding of the sourcing lifecycle, as well as developing proficiencies in these key communicative and engagement skills, we can ensure that the SLA is managed smoothly and effectively.


What you will learn:

  • Knowing when to prepare it in the lifecycle to maximise your bargaining power
  • Understanding how to plan and resource your team for the lifecycle
  • Facilitating good relationships in SLA management
  • Using good communication practice
  • Negotiation skills for conflict and issue resolution in SLAs

[Read more]


Who Should Attend

  • Service Level Managers
  • Service & System Managers
  • Head of IT
  • CIOs
  • CTOs
  • Service Delivery Managers
  • Shared Services Managers
  • Business Analysts
  • Service Procurement Managers
  • Strategy, Planning & Resource Managers
  • Contract Personnel
  • Operations & Divisional Managers
  • Procurement & Purchasing Managers


*******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 .


Virtual Instructor-Led Training (VILT)