Developing and Managing Service Level Agreements (SLAs) in the Public Sector – Tutor Delivered
OVERVIEW
Public sector organisations increasingly rely on external service providers to deliver essential services — from facilities management, property and equipment maintenance, security, catering and cleaning to outsourced professional services such as payroll, HR and continuing professional development.
When these services are outsourced, a well-designed Service Level Agreement (SLA) can make the difference between a contract that simply sets expectations and one that delivers measurable, sustainable value.
A good SLA provides a clear framework for agreeing what will be delivered, how performance will be measured, who is responsible for what, and how improvements will be made. It also helps build stronger working relationships between public sector organisations and their service providers.
This practical course will help participants develop SLAs that are clear, measurable, achievable and mutually beneficial — while ensuring that performance measures genuinely support organisational objectives.
You will learn how to move beyond simply monitoring suppliers and instead use SLAs as a practical tool for improving service quality, accountability, performance and value for money.
COURSE CONTENT
By the end of the course, participants will be able to:
Understand what makes an SLA effective and how a good SLA should work for both parties.
Identify and compare different types of SLAs and determine when each approach is appropriate.
Develop practical SLAs that encourage stakeholder and supplier buy-in, rather than simply imposing requirements.
Identify Critical Success Factors (CSFs) and use them to strengthen the effectiveness of an SLA.
Develop meaningful Key Performance Indicators (KPIs) that are clearly linked to agreed CSFs and organisational priorities.
Distinguish between useful performance measures and KPIs that create unnecessary administration without improving outcomes.
Establish effective monitoring and review arrangements to identify issues early and encourage continuous improvement.
Build a more collaborative relationship with service providers while maintaining clear standards of performance and accountability.
WHY THIS COURSE MATTERS
An SLA should be much more than a document used to monitor a contractor.
When properly designed and managed, it can help an organisation:
Improve service quality and consistency
Make supplier performance more transparent
Clarify responsibilities and expectations
Identify problems before they become major issues
Strengthen accountability
Improve value for money
Create a structured process for continuous improvement
Build more productive relationships with service providers
The course focuses on practical application, so participants can take what they learn and apply it to their own SLAs and supplier relationships.
COURSE DELIVERY
The course is delivered live online in real time by an experienced tutor, allowing participants to learn, ask questions and engage with the material throughout the session.
There is no special software or app to install. Participants simply need:
A reliable internet connection
A suitable computer, tablet or device
The course joining link, which will be emailed to participants in advance
This makes the course convenient for busy public sector professionals, whether joining from the office or working remotely.
WHO IS THE COURSE FOR?
This course is particularly suitable for:
Public sector managers and leaders who work with external service providers
Officials responsible for negotiating or agreeing SLAs
Staff involved in developing, implementing or managing SLAs
Procurement and contract management professionals
Managers responsible for monitoring supplier performance
Public sector professionals responsible for service quality, performance or value for money
OPEN ENTRY
No prior qualifications are required to join the course.
The course is suitable for participants who are new to SLAs as well as those who already have experience of developing or managing them and want to improve their approach.
CERTIFICATION
On successful completion of the course, participants will receive the Barony Certificate in Developing and Managing SLAs in the Public Sector
This provides a formal record of participation and demonstrates professional development in an increasingly important area of public sector contract and service management.
WHAT IS INCLUDED IN THE FEE?
The fee includes:
course delivery live online by an experienced tutor;
online access to the course materials; and
Barony Certificate in Developing and Managing SLAs in the Public Sector
We have special reduced rates for groups of participants taking the course together at the same time. Details are available on request.
READY TO IMPROVE YOUR SLA MANAGEMENT?
Effective SLAs can help your organisation improve service quality, strengthen supplier accountability and achieve better value for money.
Book your place on the Developing and Managing Service Level Agreements (SLAs) in the Public Sector course today and gain practical knowledge and tools you can apply directly to your own organisation and service provider relationships.
Reserve Your Place
Book now to secure your place.
Whether you are responsible for negotiating, developing, managing or monitoring SLAs, this course will give you a practical framework for making them more effective.
Take the next step towards better-managed services, stronger supplier relationships and improved performance.
👉 BOOK THE COURSE TODAY
You can use the following link to securely pay for your course online with your card or by PayPal: