Introduction
Organisations increasingly rely on external vendors and service providers to support performance, continuity and strategic growth. In today’s competitive environment, selecting the right partners, negotiating effective contracts and managing service delivery are essential capabilities. Well-designed Service Level Agreements (SLAs) help clarify responsibilities, align expectations and measure performance, while effective vendor management ensures that suppliers contribute to organisational objectives and deliver lasting value.
This training course provides a practical, structured approach to managing the full vendor and service-provider lifecycle—from assessing outsourcing needs and selecting contractors to contract administration, SLA development and performance evaluation. Participants will explore vendor selection and due diligence, contract types and considerations, SLA benefits and potential pitfalls, performance indicators and balanced scorecards. They will also learn how to monitor relationships, manage risks and improve the value delivered by suppliers.
Through interactive discussions, case studies and group exercises, delegates will apply practical tools to real-world contracting and service-management challenges. By evaluating proposals, examining contract terms and developing approaches to measure performance, participants will strengthen their ability to build effective supplier relationships, improve service outcomes and support long-term organisational performance.
Objectives
By the end of this interactive course, participants will understand how effective vendor management, contracting and Service Level Agreements (SLAs) support organisational performance, resilience and value creation. They will gain practical skills in selecting suppliers, developing and negotiating contracts, defining service levels, monitoring performance and managing supplier relationships throughout the contract period. Case studies and exercises will help participants recognise the benefits and potential pitfalls of SLAs and apply appropriate approaches to real-world situations.
More specifically, participants will be able to:
- Explain the strategic importance of vendor management and outsourcing considerations.
- Develop vendor selection and contracting strategies aligned with organisational needs.
- Identify contract types and understand when and how to apply them, including lean contracts.
- Explain the purpose, features and benefits of SLAs, and identify common pitfalls.
- Define service levels and select suitable performance measures.
- Monitor contractor performance and link results to appropriate rewards or penalties.
- Develop, negotiate and manage contracts throughout the contracting cycle.
- Build effective supplier relationships and identify and mitigate legal and contractual risks.
Training Methodology
This training course follows an instructor-led, workshop-based approach, combining expert presentations with interactive exercises, case studies and group discussions. Participants will explore vendor selection, contracting, performance management and supplier relationships, while applying their learning to practical SLA scenarios across areas such as operations, maintenance and IT. Exercises in proposal evaluation, contract review and performance assessment help participants connect training course concepts to workplace challenges and develop actionable ways to improve vendor performance.
Who should Attend?
This training course is designed for professionals involved in selecting, negotiating with, managing or evaluating vendors and service providers. It is particularly valuable for individuals and teams responsible for developing SLAs, overseeing contract compliance, monitoring supplier performance and strengthening internal or external service relationships. Teams responsible for establishing or managing SLAs are encouraged to attend together.
It will greatly benefit:
- Procurement and purchasing managers
- Vendor and supplier managers or coordinators
- Contract managers and administrators
- Supply chain and operations managers
- Service-level and performance-management professionals
- Project managers responsible for third-party delivery
- Professionals who negotiate or manage contracts and SLAs
- Senior executives seeking to improve supplier performance and value
Introduction to Vendor Outsourcing and Management
- Vendor management process and its key components
- Role of vendor management in enhancing organizational performance
- Understanding the key challenges in vendor management
- Asset Management - Roles and The Relationship with Contracting
- Considerations in Outsourcing Activities – What to outsource and what not?
- Outsourcing Models
Vendor Selection Process
- Key considerations in vendor selection
- Types of vendors and their respective selection criteria
- Sourcing strategies for vendor selection
- Analyzing vendor proposals and conducting due diligence
- Best practices in vendor selection
Vendor Contracting with emphasis on SLAs
- What is SLA?
- Key elements of an SLA
- Managing vendor performance and ensuring adherence to contract terms
- Different Contract Types – When to apply, what contract type?
- Lean Contracts
- Assessment of Service Levels – current & required
- Defining Key Performance Indicators to Monitor the Performance of All Parties Involved
- Use of Balanced Scorecard with SLAs
- How to Relate Payments and Rewards to Contractor Performance
Developing the SLA
- The Contracting Cycle
- The Tendering Process – Modern Ways of Tendering
- Costing the Service
- Writing the SLA – SLA Templates
- Review the Draft SLA
- Implementing Contract Management & Delivery – How to make it work?
Legal Aspects of Vendor Management
- Overview of legal considerations in vendor management
- Reviewing vendor agreements and identifying potential risks
- Legal obligations of both parties in the vendor contract
- Understanding vendor dispute resolution mechanisms
- Best practices for mitigating legal risks in vendor management
- Upon successful completion of this training course, GLOMACS Certificate will be awarded to the delegates. Continuing Professional Education credits (CPE): In accordance with the standards of the National Registry of CPE Sponsors, one CPE credit is granted per 50 minutes of attendance
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