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 · Live 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
Who are the operations, procurement and project programmes designed for?
They are built for practitioners who carry delivery accountability — procurement and supply chain professionals, project and programme managers, PMO teams and operations leaders. Cohorts are deliberately cross-industry: the disciplines of sourcing, tendering, project control and portfolio governance are the same craft whether the organisation is a bank, a utility or a manufacturer.
Are these certification-preparation courses?
No. BIZENIUS programmes are practice-led rather than exam-led: casework, live negotiations and control-cycle exercises built from real project and procurement situations. Participants leave with methods and templates they apply the following week, and a certificate of completion from BIZENIUS — we do not sell third-party exam preparation.
How do I secure a seat on an operations or projects programme?
Apply through the course page or request the brochure — a course advisor replies within one business day with dates, formats and fees. Programmes run in English and French, classroom and live virtual, and every course can be delivered in-house for a single team or transformation programme.
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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
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Take the brochure with you.
One request — the full agenda, the faculty and the next cohort dates, sent personally by the admissions team.