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Service Level Agreements and Contract Performance Management

Help commercial and operations teams turn signed contracts into measurable performance. This practical course shows delegates how to draft workable service levels, track supplier obligations and manage penalties, credits and remedies without ending up in dispute. Using South African supplier scenarios, delegates build a performance scorecard and an escalation path they can apply the moment they return to work.

What you will be able to do

  • Define clear, measurable service levels and key performance indicators for supplier contracts.
  • Structure service credits, penalties and remedies that are practical and enforceable.
  • Monitor supplier performance against contractual obligations using scorecards and reviews.
  • Manage underperformance through escalation, cure periods and remediation plans.
  • Prepare for contract renewal, variation and exit using performance evidence.
  • Coordinate legal, procurement and operational teams around a single performance record.

Course outline

  1. 01Linking Contracts to Operational Performance
  2. 02Designing Workable Service Levels and KPIs
  3. 03Service Credits, Penalties and Remedies
  4. 04Performance Monitoring and Supplier Scorecards
  5. 05Managing Underperformance and Escalation
  6. 06Governance Meetings and Relationship Management
  7. 07Variations, Renewals and Contract Exit

Who should attend

This course suits contract managers, procurement officers, operations managers and vendor coordinators responsible for holding suppliers to their contractual commitments.

Dates, venues and fees

DatesVenueDaysFeeCalendar
17 to 19 Aug 2026Dubai3US$1,500
24 to 26 Aug 2026Lagos3US$1,500
31 Aug to 2 Sep 2026Harare3US$1,500
7 to 9 Sep 2026Kampala3US$1,500
14 to 16 Sep 2026Dar es Salaam3US$1,500
21 to 23 Sep 2026Pretoria3R13,000
28 to 30 Sep 2026Cape Town3R13,000
12 to 14 Oct 2026Online3US$900
19 to 21 Oct 2026Mozambique3US$1,500
26 to 28 Oct 2026Cairo3US$1,500
2 to 4 Nov 2026Accra3US$1,500
9 to 11 Nov 2026Lusaka3US$1,500
16 to 18 Nov 2026Kigali3US$1,500
23 to 25 Nov 2026Nairobi3US$1,500
30 Nov to 2 Dec 2026Durban3R13,000
7 to 9 Dec 2026Johannesburg3R13,000
21 to 23 Dec 2026Mauritius3US$1,500

Fees are per delegate. South African venues are priced in rand; other locations and online in US dollars. Fees exclude 15% VAT where applicable. Group bookings of three or more delegates from the same organisation qualify for a reduced rate; contact us for a quotation.

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