Outsourcing & Service Contracts: SLAs That Actually Work
An SLA that is all green while users suffer is measuring the wrong things — service contracts work when the metrics feel what the customer feels.
Format
Classroom · Virtual
Upcoming sessions
Pick a session to applyADMISSIONS OPENThe programme
Outsourcing fails slowly: a scope that drifted, SLAs met while service worsened, a provider relationship nobody governs, an exit nobody can afford. This programme builds service contracting that works — services scoped as measurable outcomes rather than activity lists; SLA architecture that measures what users feel, with credits sized to change provider behaviour rather than decorate invoices; governance through the life: service reviews, escalations, continuous improvement obligations that bite; the regulatory layer for outsourcing in supervised industries; and exit planned at signature — data, knowledge transfer and the re-tender run from strength.
What you will do
Who attends
Vendor and contract managers; IT and shared-services leaders who outsource; procurement teams buying services; risk and compliance staff covering outsourcing in regulated industries.
Programme agenda
Built for the decisions no textbook prepares you for
I.Scoping the service
- Outcomes over activities: the service defined by what it delivers
- Baselines honestly established before the provider inherits them
- The retained organisation: what must never be outsourced
II.The SLA architecture
- Metrics that feel what users feel — and the watermelon SLA avoided
- Credits and earn-backs sized to change behaviour
- Reporting obligations: the provider proves, the customer verifies
III.Life and death of the deal
- Governance rhythms: service reviews that change things
- Regulated outsourcing: supervisory expectations met by design
- Exit: data, knowledge transfer, re-tender — planned at signature
Frequently asked
What makes an SLA actually work?
Metrics that measure what users feel — the watermelon SLA, green outside and red inside, is deliberately avoided — with credits and earn-backs sized to change provider behaviour rather than decorate invoices, and reporting obligations under which the provider proves and the customer verifies.
Does the course address outsourcing in regulated industries?
Yes — a dedicated segment covers the regulatory layer for outsourcing in supervised industries, with supervisory expectations met by design rather than retrofitted. The programme is professional training in service contracting, not legal advice on specific arrangements.
Why plan exit at signature?
Because an exit nobody can afford is how outsourcing fails slowly. The programme plans exit from day one — data, knowledge transfer and the re-tender run from strength — alongside the retained organisation: what must never be outsourced, and baselines honestly established before the provider inherits them.
Who attends, and can it run in-house?
Vendor and contract managers, IT and shared-services leaders, procurement teams buying services, and risk and compliance staff covering outsourcing in regulated industries. In-house, tailored editions are available; BIZENIUS delivers in English and French, sessions run on a rolling calendar and fees are quoted on enquiry.
Share this programme
Know the right person for this seat?Nominate a colleague →
In their words
Knowledge transfer, emphasised throughout
“We worked with BIZENIUS for our Fresh Graduates Programme — they are simply amazing. Knowledge transfer and practical learning were emphasised throughout.”
Kuwait Investment Authority
Teams from these institutions train with BIZENIUS
Related programmes
Contract Administration & Claims Management
Living with the contract after signature — obligations tracked, variations controlled, records that win disputes and claims handled before they harden.
View programmeThird-Party & Supply Chain Cyber Risk
Your security is now other people’s security — vendor assessment that predicts, contracts with teeth, concentration risk seen honestly and the response plan for a supplier’s breach.
View programmeDrafting & Negotiating Commercial Contracts
Contracts written to be performed, not litigated — clear drafting, the clauses that matter, risk allocation with intent and negotiation of terms that hold.
View programmeOperations & Projects
Take the brochure with you.
One request — the full agenda, the faculty and the next cohort dates, sent personally by the admissions team.