COURSE OVERVIEW:

The delivery of professional, technical, and operational services requires a specialized administrative approach that differs significantly from physical procurement. This course provides a comprehensive framework for Service Agreement Administration, focusing on the management of intangible deliverables through robust "Service Level Agreements" (SLAs) and "Key Performance Indicators" (KPIs). It addresses the strategic importance of aligning service provider performance with organizational requirements to ensure value for money and operational continuity.

The scope of this training encompasses the technical drafting of "Scopes of Work" (SOW) for services, the implementation of "Performance Monitoring" systems, and the management of "Service Variations." Participants will learn how to distinguish between "Time and Material" vs. "Fixed Fee" vs. "Performance-Based" contracts, manage "Contractor On-boarding," and oversee "Service Transitions." The course provides practical tools for "Conflict Resolution," "Audit and Compliance," and the management of "Supplier Relationships."

Coverage includes the analysis of "Liability and Indemnity" in service contracts, the implementation of "Governance Meetings," and the execution of "Service Reviews." Attendees will explore the legal nuances of "Intellectual Property" (IP) in professional services and learn how to manage the "Exit Strategy" and "Knowledge Transfer" at the end of the agreement. By mastering service agreement administration, professionals will be able to maximize service quality, minimize operational risks, and maintain high-performing partnerships with external service providers.

COURSE OBJECTIVES:

After completion of this course, the participants will be able to:

• Design a comprehensive "Service Administration Plan."
• Draft clear "Scopes of Work" (SOW) for technical and professional services.
• Define measurable "Service Level Agreements" (SLAs) and "KPIs."
• Implement "Performance-Based" payment mechanisms.
• Manage "Contractor On-boarding" and safety compliance.
• Execute "Service Performance Reviews" and audits.
• Manage "Service Variations" and "Change Requests" effectively.
• Oversee "Service Transition" and "Mobilization" phases.
• Navigate "Liability," "Indemnity," and "Insurance" requirements.
• Utilize "Conflict Resolution" techniques for service disputes.
• Facilitate "Knowledge Transfer" and "Service Exit" strategies.
• Maintain a "Service Agreement Dashboard" for management visibility.

TARGET AUDIENCE:

This course is intended for Service Managers, Contract Administrators, Facilities Managers, IT Service Leads, and Procurement Officers.

TRAINING COURSE METHODOLOGY:

A highly interactive combination of lectures, discussion sessions, and case studies will be employed to maximize the transfer of information, knowledge, and experience. The course will be intensive, practical, and highly interactive. The sessions will start by raising the most relevant questions and motivating everybody to find the right answers. The attendants will also be encouraged to raise more of their questions and to share in developing the right answers using their analysis and experience. There will also be some indoor experiential activities to enhance the learning experience. Course material will be provided in PowerPoint, with necessary animations, learning videos, and general discussions.

The course participants shall be evaluated before, during, and at the end of the course.

COURSE CERTIFICATE:

National Consultant Centre for Training LLC (NCC) will issue an Attendance Certificate to all participants completing a minimum of 80% of the total attendance time requirement.