Raji Varghese, Customer Service Executive - Binzagr Company, Qatar

The trainer was very good. The main strengths would be the case studies and discussions. Kexxel Group definitely organized the event very well. The follow ups and the pre event communication from them were very prompt.


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Service Level Agreement Masterclass @ Dubai


Service Level Agreement Masterclass @ Dubai
Service Level Agreement Masterclass @ Dubai
23 October 2016 - 25 October 2016
Sheraton Dubai Creek - Dubai
Logistics Procurement and Supply Chain , Legal , Information Technology , Customer Service


Joe Caruso - Experienced Practitioner, Expert in Sourcing, Service Level Agreements and Contract Management, Current Director of The Cullen Group, Developer of outsourcingtoolset.com.

Director of The Cullen Group

Joe Caruso
Director of The Cullen Group

WIth vast experience in providing expert advice in sourcing, SLAs, and contract management, Joe Caruso is a seasoned practitioner in Contract Management and Service Agreements. He was involved in providing expert consultations to over 110 organizations across Asia Pacific in over 130 projects with contract values up to $ 1.5 billion per annum.

Caruso has the background in representing both customers and vendors which enables him to have perspectives and understanding from both ends in the development of projects and contracts. This has given him the consistent ability in reaching outcomes that are mutually beneficial to both parties, thus ensuring success and sustainable relationships.

Some of Caruso's Clients include:

  • Mitsubitshi Corp
  • Fuji Xerox
  • BHP Billiton
  • Bendigo and Adelaide Bank
  • Australian Taxation Office
  • Calibre Global
  • Coles
  • Methanex
  • Mighty River Power
  • Santos
  • Telstra Telecommunications
  • Toll Logistics
  • Townsville City Council
  • Woodside Energy


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

"Learnt more in two days than months of on-the-job training"
Vice President of Operations, Malaysia Venture Capital

"Content was good and delivered in an effective manner, facilitator was knowledgeable and had great rapport with the group"
Principle Grants Consultant, Sustainability Victoria

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

"Experienced performer and excellent overall content"
Sourcing Executive, British American Tobacco

"A great mix of informative information, practical exercises with a dash of fun"
Project Coordinator, Department of Foreign Affairs & Trade


  • How to apply strategic approach in planning and developing SLAs.
  • Cost Assessment and SLAs Benefits - How these tool will work for you.
  • How to cement your understanding of SLAs that really work, rather than being just a piece of paper.
  • Identify the key stakeholders in the SLA more effectively.
  • How to establish Balanced Scorecard and effective Key Performance Indicators (KPIs).
  • Behaviour control by balancing penalties and rewards in the SLAs.
  • What is the correct reporting systems to get the information that you need.
  • How to establish the SLAs Governance framework.
  • What are the necessary skills to ensure the success in managing SLAs.
  • How to design effective SLA communication.
  • Gain insights over best practices in outsourcing, contracts and supplier evaluation.
  • Learn negotiation strategies, tips and traps.

Program Agenda

Day 1

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 provider motivated
Section 5: Reporting - proven techniques in getting the right information

Day 2

Section 7: Service Contracts - drive a watertight Contract
Section 8: Pricing - how it affects your SLA
Section 9: Understanding and optimising Outsourcing Lifecycle - 8 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 current SLA and beginning of the next

Day 3

Section 12: Relationship Management
Section 13: Communicate or let SLA dies
Section 14: Securing successful SLAs through negotiation
Section 15: Applying best practice for your organization

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


Sheraton Dubai Creek
Country: ae