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Municipal Service Level Agreement and Contract Performance Management

This course builds the capability to manage service delivery contracts and service level agreements after award, where value is either protected or lost. Participants learn to translate contracts into measurable service levels, monitor contractor performance, apply penalties and remedies, and manage variations and disputes. The programme reflects the African experience of poor contract oversight leading to failed infrastructure, overpayments and audit findings.

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What you will be able to do

  • Translate contracts and specifications into measurable service levels and KPIs.
  • Establish contract administration files, registers and monitoring routines.
  • Verify deliverables and certify payments against actual performance.
  • Apply penalties, remedies and performance improvement measures.
  • Manage variations, extensions and scope changes with proper authority.
  • Handle disputes, defaults and contract closeout to protect the municipality.

Course outline

  1. 01From Contract to Service Levels
  2. 02Contract Administration and Registers
  3. 03Performance Monitoring and Verification
  4. 04Payment Certification and Controls
  5. 05Penalties, Remedies and Improvement
  6. 06Variations, Extensions and Scope Control
  7. 07Disputes, Default and Contract Closeout

Who should attend

Municipal contract managers, project managers, technical and SCM officials, and departmental staff responsible for overseeing service providers.

Dates, venues and fees

DatesVenueDaysFeeCalendarRegister
28 to 30 Sep 2026Maseru3US$1,500Closed
29 Sep to 1 Oct 2026Mbabane3US$1,500Register
30 Sep to 2 Oct 2026Lusaka3US$1,500Register
5 to 7 Oct 2026Harare3US$1,500Register
6 to 8 Oct 2026Lilongwe3US$1,500Register
7 to 9 Oct 2026Blantyre3US$1,500Register
12 to 14 Oct 2026Mozambique3US$1,500Register
13 to 15 Oct 2026Nairobi3US$1,500Register
14 to 16 Oct 2026Dar es Salaam3US$1,500Register
19 to 21 Oct 2026Kigali3US$1,500Register
20 to 22 Oct 2026Kampala3US$1,500Register
21 to 23 Oct 2026Accra3US$1,500Register
26 to 28 Oct 2026Lagos3US$1,500Register
27 to 29 Oct 2026Cairo3US$1,500Register
28 to 30 Oct 2026Mauritius3US$1,500Register
2 to 4 Nov 2026Dubai3US$1,500Register
3 to 5 Nov 2026Online3US$900Register
30 Nov to 2 Dec 2026Johannesburg3R13,000Register
1 to 3 Dec 2026Cape Town3R13,000Register
2 to 4 Dec 2026Durban3R13,000Register
7 to 9 Dec 2026Pretoria3R13,000Register
8 to 10 Dec 2026Windhoek3US$1,500Register
9 to 11 Dec 2026Gaborone3US$1,500Register

Fees are per delegate. South African venues are priced in rand; other locations and online in US dollars. Fees exclude 15% VAT where applicable. Group bookings of three or more delegates from the same organisation qualify for a reduced rate; contact us for a quotation.

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Next session
5 to 9 Oct 2026
Venue
Lagos
5 day programme
FromR18,000
See all Municipal and Public Sector Management courses