World Class Management of Service Level Agreement (SLA)

Management & Leadership · 5 Days · Public · Al-Khobraa certified · From USD 3,900

Overview

This contracts management training course highlights the importance of Service Level Agreements to meet the needs of companies that are dependent on long-term partnership arrangements with external suppliers of services in achieving strategic goals. Those managing such corporate relationships need to know how such a partnership will function and be able to deal with any problems.

Learning Objectives

• Plan & draft a range of service level agreements & construct & control contract negotiations & disputes
• Articulate how quality SLAs should be included within the Procurement processes
• Negotiate service level agreements with internal and external suppliers
• Document appropriate quality outcomes from service contracts
• Evaluate the likely results from alternative service performance frameworks

Who Should Attend

This training course is suitable for a wide range of professionals but will greatly benefit:

• Contract Professionals
• Project Coordinators
• Buyers
• Purchasing Professionals
• Procurement Officers
• IT Professionals

Course Outline

Day 1 — Principles and Functions of Service Level Agreements

• The need to measure the quality of performance
• Why, when, and how can SLAs help to achieve quality?
• Key objectives
• SLAs: Contracts or Contract substitutes?

Day 2 — Key Elements of a Service Level Agreements

• What services are being measured?
• Typical quality measures
• SLA Governance Frameworks: Managing, measuring, and reporting service performance
• Duties of the customer

Day 3 — Drafting your Service Level Agreement

• Drafting principles
• A model structure for the SLA
• Essential elements of a quality SLA
• Using appropriate measurement language

Day 4 — Managing the in-life SLA

• Review processes
• Using escalation to manage quality performance
• Keeping the SLA relevant: Managing changes
• Negotiation techniques to manage the variation

Day 5 — Using a Scorecard Approach to SLA Management

• Origins of the scorecard approach
• Aligning the SLA with the corporate strategy
• Balancing the needs of stakeholders
• Planning and Constructing a SLA scorecard

Accreditation

Al-Khobraa certified. On completion delegates receive an Al-Khobraa certificate of achievement.

Dates & Venues

Dates	Venue	Delivery	Duration	Fee (USD)
27–31 December 2026	Al-Khobar, KSA	Public	5 days	4,500

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Frequently Asked Questions

What do Al-Khobraa management and leadership courses cover?

The portfolio covers KPIs and performance management, strategic planning and execution, Mini MBA programmes, supervisory and first-line management skills, change leadership, decision-making and problem-solving, and executive communication. Sessions are workshop-based, built around delegates’ own organisational challenges.

Who should attend a management and leadership course?

These courses suit team leaders and supervisors, department and functional managers, newly promoted managers moving from technical to leadership roles, senior specialists preparing for management, and executives responsible for strategy or organisational performance.

How long are management and leadership courses, and where are they held?

Most Al-Khobraa management and leadership courses run over 5 days. The exact duration, dates and city for this course are listed in the dates section on this page. Public sessions run across Saudi Arabia — Riyadh, Jeddah, Al-Khobar, Jubail and Yanbu — as well as regional and international venues, with live virtual classrooms available on request.

What certificate will I receive?

Delegates who complete the course receive an Al-Khobraa certificate of completion, issued by a Saudi-registered training provider. Al-Khobraa also delivers internationally accredited programmes; where a course carries an external awarding body such as PMI, CIPS, ILM or IOSH, that body is named on the course's own page.

Can management and leadership training be delivered in-house for our team?

Yes. Any Al-Khobraa management and leadership course can be delivered in-house at your own premises anywhere in Saudi Arabia or the GCC, with the content, dates and language of delivery tailored to your team. Al-Khobraa is an approved HRDF (Hadaf) provider, so eligible Saudi employers can seek training support. Contact us for a quotation.

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