Most disputes over a facilities contract do not start with bad service — they start with an SLA that was vague enough for both sides to read it differently. Facilities SLAs only do their job when the standards inside them are specific, measurable, and actually monitored once the contract is signed.

This course, delivered by Arab British Fellowship Training Academy as part of its facilities management training portfolio, provides practical knowledge on defining service standards, monitoring contractor performance, and ensuring accountability through structured performance management systems.

Participants gain the skills needed to develop measurable KPIs, evaluate contract performance, and improve service delivery across facilities management functions, establishing performance-driven service agreements that strengthen supplier accountability and minimize operational risk.

Upon completing this course, participants will be able to:

• Develop effective Facilities SLAs with clear, measurable service standards.
• Design measurable KPIs and use them to monitor and evaluate contract performance.
• Improve service delivery through structured performance monitoring and reporting.
• Measure supplier and contractor performance objectively and manage compliance with contractual obligations.
• Identify performance gaps and implement corrective actions.
• Apply continuous improvement techniques and strengthen governance and accountability in facilities service management.

Target Audience

This course is suitable for:

• Facilities Managers
• Contract Managers
• Operations Managers
• Procurement Managers
• Vendor Relationship Managers
• Maintenance Managers
• Asset Managers
• Quality Assurance Professionals
• Project Managers
• Performance Management Specialists
• Professionals responsible for Facilities SLAs, contractor oversight, and facilities performance management

Module 1: Why SLAs Create Disputes Instead of Preventing Them

• Components of an effective Service Level Agreement
• Service standards, expectations, and SLA governance
• Roles and responsibilities inside an SLA

Module 2: Designing KPIs for Facilities Services

• Designing measurable KPIs and performance indicators
• KPI selection methodologies and performance targets
• Benchmarking techniques

Module 3: Measuring Contract and Contractor Performance

• Measuring contract performance and contractor evaluation methods
• Performance scorecards and compliance monitoring
• Performance reporting

Module 4: Driving Service Delivery Excellence

• Improving service delivery and measuring service quality
• Customer satisfaction metrics and operational efficiency
• Continuous service improvement

Module 5: Monitoring, Auditing, and Contractor Relationships

• SLA monitoring techniques, performance audits, and regulatory compliance
• Supplier communication strategies and performance review meetings
• Managing contractor expectations and resolving conflict

Module 6: Turning Performance Data into Continuous Improvement

• Performance analysis and data-driven decision making
• Root cause analysis and corrective action planning
• Building high-performing facilities service partnerships