Cheat Yuet Mun, National Sales Manager - Biosensor International Technologies, Malaysia

The trainer gave clear ideas which were supported by real case scenarios. The whole event was well organized by Kexxel Group. It was simple and not over cramped and I found the main strength of the event in the sharing of real case scenarios together with the role plays that were followed by the lectures.


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Home News Joe Caruso returns this November with another intriguing and enlightened session of Service Level Agreement Master Class.

Joe Caruso returns this November with another intriguing and enlightened session of Service Level Agreement Master Class.

“Managing expectations and delivering service excellence”

Joe Caruso storms Kuala Lumpur and Dubai this November with an intriguing knowledge of making successful deals with Service Level Agreement.

With his international experience and background in Contract Management, Service Level Agreements and Tendering, Joe Caruso brings an experience of the “buy side” representing customers and “sell side” representing supplier’s view of projects and contracts which are mutually beneficial to both parties, thereby ensuring successful and sustainable relationships. 

Joe has been providing expert sourcing, SLA, and contract management advice to over 110 organisations across Asia Pacific in over 130 projects covering over 70 business functions with contract values up to $1.5 billion per annum making him a great asset sort for.

This hands-on training course will deliver the key framework for identifying and implementing techniques for successful SLAs and service performance management.

For further info, please refer to the link below:

[Event Brochure @ Kuala Lumpur]      [Event Brochure @ Dubai]

What will you gain from this event?

  • Take a strategic approach to planning and developing SLAs
  • Assess the costs and benefits of SLAs – how this tool will work for you
  • Cement your understanding of SLAs that really work rather than just being a piece of paper
  • Identify the key stakeholders in the SLA
  • Establish the Balanced Scorecard and effective key performance indicators (KPIs)
  • Balance penalties and rewards to get the behaviour you want
  • Set up the reporting systems to ensure you have the information you need
  • Establish the SLA governance framework – clear structure, accountabilities, reviews, meetings, and management procedures
  • Manage the SLA – it takes many skills to ensure success
  • Design effective SLA communication
  • Gain insight over best practices in outsourcing, contracts and supplier evaluation.
  • Learn negotiation strategies, tips and traps


“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 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

“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

“Very good material, systemic and complete framework. Easy to read and follow.”
Reporting Analyst, Shell IT International (SITI) Malaysia

“This course was very helpful because I’m moving into a new role, so all this was new to me and just what I needed”
Mine Accountant, BHP Billiton

“Joe is a very knowledgeable person and he gave us a good understanding in all the aspects of an SLA from formulation to management.”
James John – Service Delivery & Contracts Lead, Schlumberger

“The duration of the course (3 days) is good and the workshops and location is one of the main strengths of this event. I like the flexibility in payment (methods & time), follow up and cooperation by Kexxel Group.”
Abdullah Khallaf – Director of Training, King Abdullah Medical City

“Joe is a clear and effective communicator. He possesses mastery of the entire course. The main strengths of the event are the materials, presentation and venue selection. Kexxel Group has done a great job! Continue empowering people with up-to-date business knowledge.”
Sancho Guinanao Jr. – Coordinator, Aircraft Maintenance Cost, Saudi Arabian Airlines

“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

Who Should Attend?

  • 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

For more information, kindly go to our website at www.kexxel.com

Kindly acknowledge that there is a special 3+1 package available for this course! If a company decides to register three delegates, they will be entitled to register a fourth delegate for FREE! We highly encourage you to take advantage of this special offer for your own benefit as an investment to your company.

If you have more than 16 delegates and would be keen to conduct an In House Training in your own company for this topic or any other topic of interest for that matter, just give us a buzz or forward your enquires to This e-mail address is being protected from spambots. You need JavaScript enabled to view it  and we will definitely strive to present the best for you! Book now and save up to 50% on the whole cost of the event!

Eliza Yeo
Project Manager International Events
Kexxel Group
T: +603 2282 1688