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Executive Education
Clariden Leadership Institute
Service Level Agreements: Planning, Negotiating & Managing High-Quality Performance Contracts (UAE)
Eugene O’Connell
Performance Advisor, SLA Expert
Eugene O’Connell, Performance Advisor, SLA Expert


  • Highly experienced and knowledgeable in Risk and Performance Management, and has coached over 5,000 professionals globally
  • Accredited Advanced Coach and member of the European Coaching and Mentoring Council
  • Over 25 years of financial management experience in middle and senior level roles at RBS Greenwich Capital, Tokai Bank Europe, and Prudential Bache Securities


Eugene has been a trusted trainer and advisor for various organizations around the globe in both the public and private sector. Organizations that have consulted his service include UK Department of Work and Pensions, UK Ministry of Transport, UK Ministry of Defence, Kuala Lumpur City Government, UBS Asia, Takeda Asia, Nigerian Securities and Exchange Commission, Bank of America.


Besides being a member of European Coaching and Mentoring Council, Eugene is also an Accredited Advanced Coach by the prestigious European Mentoring Coaching Council.


With 25 years of working experience in middle and senior level management across a wide range of international organizations including RBS Greenwich Capital, Tokai Bank Europe, and Prudential Bache Securities, Eugene possesses extensive knowledge on financial analysis and management procedures, budgeting and performance management. With considerable organizational skills as well as deep knowledge of international markets, he managed and organized investment-banking teams across three continents. Eugene was invited to be a keynote speaker at Gambia ECOWAS HR Conference 2015 and to provide his expertise as Financial Lecturer at Chartered Institute of Bankers Nigeria.


Throughout his working years, Eugene has dedicated his time to training, coaching, and mentoring leaders. Employing many techniques of his profession where appropriate, he actively listens to his clients and helps them find the path which best helps them attain the organizational and personal goals they need to achieve.

Program Summary


Designed for non-legal professionals dealing with the management of SLAs, this two-day interactive executive program will equip you with the practical skills in structuring effective sets of SLAs as well as reviewing your existing SLAs for any types of services, be it in-house, outsourced or mixed. You will start off by creating an SLA blueprint that provides the basis for defining and assessing the scope of services, cost-of-service rates and key performance measurement parameters. After that, you will consolidate the blueprint details into a robust SLA by looking into the legal issues associated with SLAs and drafting clear, concise and comprehensive clauses using relevant legal terms. You will also discover how to mitigate contractual risks using limitation of liability and indemnification clauses. Understand what circumstances you can suspend, terminate or change your SLAs and how to do it flexibly.


Led by Eugene O'Connell, an Accredited Advanced Coach with more than 25 years of experience, this program will show you how to handle potential disputes or contract breaches of your SLAs using appropriate dispute resolution strategies, jurisdiction clauses and exploring remedies to minimize your company’s losses against inadequate service delivery.

Programs, dates and locations are subject to change. In accordance with Clariden Global policy, we do not discriminate against any person on the basis of race, color, sex, religion, age, national or disability in admission to our programs.



In today’s globalized marketplace, the attainment of service quality excellence is essential for organizations to remain viable and competitive. The key to effective service quality and performance management stems from a well-conceived set of Service Level Agreements (SLAs) that includes corresponding metrics to monitor and measure a given service’s adherence to its agreement. Hence, it is crucial for organizations to craft comprehensive SLAs that detail the scope, responsibilities, performance outcomes and remedial actions to minimize additional liabilities and costs incurred or the risk of SLAs not meeting performance expectations.


This highly interactive and intensive two-day Service Level Agreement Masterclass will guide you on structuring effective and legally enforceable SLAs as well as reviewing existing SLAs for in-house, outsourced or mixed business services. Formulate a detailed SLA blueprint which clearly defines the scope of services to be provided, establishes accurate cost-of-service rates and effectively measures service performance using Key Performance Indicators (KPIs) and Performance Metrics (PMs). You will learn how to develop a robust SLA by integrating your blueprint details and the necessary legal considerations surrounding SLAs such as intellectual property and confidentiality rights. Avoid ambiguities and additional liabilities by learning to draft clauses within your SLAs with clarity using relevant legal terms that suit your business objectives.


Designed for non-legal professionals dealing with the management of SLAs, this masterclass will cover the essentials about the scope of limitation of liability and indemnification clauses to help you mitigate contractual risks. Led by Eugene O'Connell, an Accredited Advanced Coach with more than 25 years of experience, this program will show you when and how to suspend or terminate your SLAs effectively without incurring greater risks for your company and handle potential disputes or contract breaches confidently with appropriate dispute resolution strategies and jurisdiction clauses. Moreover, you will also learn how to build a flexible SLA by structuring and implementing an efficient change control process.

What You Can Expect


By the end of this program, participants will be able to:

  • Understand the differences between a contract and a SLA and how to optimize their relationship
  • Understand how to negotiate service level agreements with internal suppliers – why they are different from in-house
  • Plan and draft a range of service level agreements, and manage contract negotiations and disputes
  • Learn to ensure both parties interpret the SLA the same way
  • Know how to document appropriate quality outcomes from service contracts
  • Determine appropriate key performance measurement parameters

Who Will Benefit Most


CIOs, COOs, Chiefs, Directors, Vice Presidents, Managers, Heads and Controllers of:

  • Service Level Agreements (SLAs)
  • Contract Administration
  • Information Technology (IT)
  • Service Delivery / Shared Service / Customer Service
  • Service Procurement / Service Purchasing / Vendor Management
  • Outsourcing / Business Process Outsourcing (BPO)
  • Customer Relationship Management (CRM)
  • Technical Support / Customer Support
  • Product / Project Management
  • Business Development / Strategic Planning
  • Operations / Facilities / Maintenance

From all industry sectors

Program Outline



Session 1: The Strategic Elements of the SLA

  • Overview of the Key Components of the SLA
  • The SLAs Role in the Governing Documents
  • Where it Fits in a Corporate Strategy
  • Strategic Considerations for SLAs
  • What to Consider Before You Initiate the SLA
  • Approaches to Rolling Out and Determining which is Best for You


Session 2: Service Level Agreements (SLAs) Defined

  • Defining SLAs and Services Management
  • Defining Service and the Objectives of SLAs
  • Proving Service Quality in Support of Quality Models
  • How SLAs can Support the User, Business and Supplier
  • The Role of SLAs in Relational Management and Partnerships
  • SLAs as a Tool for Dependable Service Economy Empowerment
  • Benefits and Limitations of External SLAs vs. Internal SLAs


Session 3: Who Needs a Service Level Agreement?

Many support desks often provide a point of contact for clients to report issues. While training and expertise may reside in the support for most reported issues, there are many issues that must be dealt with by calling on resources in more technical departments to resolve the problem. One tool that is often used to enable a support desk to provide quality service to clients is a Service Level Agreement.

  • Responsiveness
  • Quick Resolution to Problems
  • Timely Status on Open Problems


Session 4: Framework in Setting-up a Successful SLA

  • Define Products and Services Provided
  • Establish a Manner in which they will be Delivered
  • Establish Quality Standards to be Achieved
  • Provide Measurement Criteria
  • Negotiate and Accept Cost of Delivery


Session 5: The Detail of the Agreement

  • Giving Everyone Involved a Clear Description of the Levels of Service Required
  • Specification of Responsibilities and Priorities
  • Creating the Document for Both Sides
  • Expectations vs. Perceived Requirements
  • Consequences of Actions and Deviations
  • The Importance of Compromise and Negotiation


Session 6: The Downside of SLAs

They can be too involved & too complex an SLA and suffer from unavailability of tools to measure the events around which the SLA is built. It is essential that SLAs are used as a management tool to measure how effectively the support desk is providing service to the clients and how effective the stakeholder departments are at providing services to the support desk.




Session 7: Drafting Principles

  • A Model Structure for the SLA
  • Essential Elements of a Quality SLA
  • Using Appropriate Measurement Language
  • SLA Checklists


Session 8: Incentives

  • Understanding Financial and Non-Financial Incentives when it’s all In-House
  • Understanding Positive and Negative Incentives – Using Carrots and Sticks
  • Explore Different Techniques to Apply Incentives – Gain Sharing in 2017
  • Working Together – Codes of Practice


Session 9: Managing the Relationship

  • Requirements to support clients
  • Scalability and “Scope”
  • Response Time
  • Security Incident Handling
  • Service Exceptions
  • Scheduled Maintenance
  • Service Priority


Session 10: Costing Services

  • The Impact of Charging, Charging Options and Issues
  • Issues with Internal Charging
  • Activity Based Costing
  • Pricing Methods


Intensive Case Study Exercise

  • You will examine a number of different structures and outline formats for SLA documents. Templates and examples will be distributed following the workshop.
  • The results of the day’s exercises and discussions will be translated into action plans and timescales
  • SLA Surgery and Round Table - You may raise your own issues for discussion and advice


Free Takeaway:

Delegates will receive a comprehensive workbook including a number of free templates to use in future planning and execution of SLAs

CFOs Leadership :
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Discover how our leadership program has shaped the perspectives of CFOs across Asia
Venue: Raffles Dubai, UAE
Date: 21 - 22 Aug 2017
Faculty: Eugene O’Connell
Early Bird 1: US$2,490 (by 26 June 2017)
Early Bird 2: US$2,690 (by 24 July 2017)
Regular Fee: US$2,790
Group Discount: 2nd participant get 10%, or register 3 participants and 4th participant get a complimentary seat
(1 discount scheme applies)
Contact: karen.woods@claridenglobal.org
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