Establishing Commercial Expectations and Driving Service Excellence

A Two Day Masterclass to Assist You In Determining the Best and Most effective SLA Techniques.

View Full Program Here 
In today’s competitive business environment, contract insourcing and outsourcing have become increasingly effective business tools in helping to achieve business efficiency and increase profitability.
Service Level Agreements are recognised as effective business tools to improve service performance between customers, purchasers and internal or external service providers. Service activities require an expected or above expected level of performance in order to ensure maximum efficiency and effectiveness to generate a return on investment. Adopting Service Level Agreements in business ensures a transparent and balanced business environment.
As a manager, the responsibility rests with you to ensure your organisation effectively designs, negotiates, manages and monitors SLAs in key areas of the business. This hands-on course sets out to provide a sound, practical guide to developing and establishing SLAs, allowing the participant to work step by step through the processes.
The course consists of two intensive days of pragmatic methods which include numerous interactive exercises and a case study designed to assist you in determining the best and most effective SLA techniques for your organisation.
Each participant will be provided with a full set of course materials and a workbook.

Service Level Agreement Masterclass Leader

Joe Caruso


Cullen Group

Joe Caruso is a director of the Cullen Group and an ex CIO and ex Relationship Manager with over 25 years experience in outsourcing, contract management, and service delivery.
Joe's experience of being on both the buy-side representing customers, and the sell-side representing suppliers, enables him to have a "two sides of the coin" view of projects and contracts and allows him to reach outcomes that are mutually beneficial to both parties, thereby ensuring success and sustainable relationships. 
Founded on a pragmatic understanding of the contract lifecycle, Joe’s strengths include supplier selection, engagement and transitioning, contract and service delivery management, contract governance, and performance-based contracting. 
Joe has a Masters in Business and Communications. He has been involved in training over 5000 professionals representing over 700 organisations worldwide.

Why attend Service Level Agreement Masterclass?

You will discover how to build a comprehensive and solid framework for designing, implementing and managing SLAs.


Attend this training and:

  • Understand the role of the Service Level Agreement in the total contractual picture
  • Learn practical ways to build a comprehensive, solid business framework for establishing a SLA
  • Know when to prepare it in the lifecycle to maximise your bargaining power
  • Identify key stakeholders in the agreement
  • Specify which party is accountable for what
  • Overcome challenges in defining the quality of service
  • Determine the appropriate key performance measurement parameters
  • Establish the incentives regime (commonly known as penalties and rewards) in a SLA to ensure that contractors continue to meet and exceed expectations
  • Design the governance for the service contract that includes, reporting, meetings and reviews
  • Tricks, traps and tips that you need to know
  • Leading practices in SLA management


Who should attend Service Level Agreement Masterclass?

This course is designed for both the novice and the experienced managers involved in ensuring effective service delivery, whether provided by external suppliers or in internal support functions.

In particular, we highly recommend: 

  • Strategy, planning and resource managers
  • Service delivery managers
  • Contracts personnel
  • Operations and divisional managers
  • Procurement and purchasing managers
  • Logistics and supply chain managers


Service Level Agreements Masterclass Venues

This course will be held in a 5 star hotel in the selected city's CBD.
Venue will be confirmed up to 4 weeks before the event.