Description
This two-day course focuses on managing service levels with contractors who have already been selected via competitive procurement or direct award. It explains how to set service levels and what to do in the event of deficiencies and poor performance. Participants are alerted to sensitive issues such as copyright and employees versus independent contractors. Find out what it takes to be an effective service manager.
Topics
- Service contracts – moving from Contract A to Contract B
- The service management cycle – planning, award, managing, evaluating
- RFPs and other contracting methods
- RFP law, Contract A
- Duties and obligations of organizations inviting competition
- Drafting service contracts and key performance indicators
- Managing service level agreements
- Evaluating contract performance
- Using incentives and rewards
- Copyright and confidentiality
- Common errors in service contracts
- Top tips for managing service providers
- Contingency planning
Learning Objectives
- Identify legal duties and obligations of the organization inviting competition
- Describe the role of the service manager
- Recognize each stage in the service management cycle and how it relates to your contracts
- Demonstrate the use of service management tools and best practices to effectively manage service contractors
- Demonstrate how to incorporate incentives and rewards into contract language
- Use contingency planning to realize and address critical risk areas in service contracting
Expected Outcomes
Participants will leave this course fully aware of their evolving role as a service contract manager, along with the risks and responsibilities associated with this important area of contracting. They will learn practical skills for setting up and managing service level agreements, including ways to encourage contract performance through incentives and rewards. Participants will be able to apply their knowledge directly to their next contract.
Learning Methods
Pre-reading, lecture and PowerPoint presentation, facilitated discussions, case study examples, group exercises and scenario-based learning.
Complimentary Courses
- Introduction to Competitive Contracting for Buyers
- How to Negotiate and Resolve Contract Disputes
