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Description

Multi-Service Providers: Selecting, Contracting and Managing Performance

Move from a supplier relationship you merely endure to a contract steered by measurable service commitments

  • 2 days — 14 h
  • In-person or virtual
  • Intermediate
  • Up to 6 participants

A poorly scoped multi-service contract deteriorates quickly: a vague scope, out-of-contract call-outs invoiced case by case, indicators that are never produced and review meetings that turn into complaint sessions. The facilities manager ends up arbitrating disputes instead of steering a service level.

These two days cover the full cycle of the relationship with a technical or multi-service provider: defining the requirement, running the tender, contracting and then managing performance over time. Service commitments, penalty mechanisms and governance bodies are built in workshop format from real anonymised contracts.

Learning objectives

  • Formalise the service requirement and the scope of the sites concerned
  • Draft a scope of work supported by measurable service commitments
  • Run the tender process and compare bids beyond price alone
  • Build the contract indicators and the associated penalty mechanism
  • Lead governance bodies and performance review meetings
  • Address performance drift and prepare the contract renewal

What makes this programme different

A bid comparison matrix is built and then tested on three proposals
Service commitments and their penalties are drafted in workshop format
A performance review with an underperforming provider is role-played at the end of the programme

Programme

1Scoping the requirement and the perimeter

Knowing what you are buying

  • Inventory of services and of the sites covered
  • Choosing between separate contracts and a single multi-service contract
  • Service level expected by site typology
  • Interfaces with occupants and with other service providers

2Running the tender and contracting

Comparing beyond price

  • Structure of the scope of work and of the price schedule
  • Selection criteria and weighting
  • Bid analysis and detection of under-pricing
  • Clauses on duration, price revision and reversibility
  • Staff transfer and taking over an ongoing contract

3Building the performance management framework

Commitments that can be measured

  • Defining service indicators and their calculation method
  • Response times and handling of emergencies
  • Penalty and bonus mechanisms
  • Reporting tools and traceability of interventions
  • Frequency and content of governance meetings

4Managing performance over time

Sustaining service levels and anticipating what comes next

  • Leading the monthly performance review
  • Addressing repeated performance drift and issuing formal notice
  • Managing out-of-contract requests and contract amendments
  • Occupant satisfaction surveys
  • Preparing the renewal or the change of provider

Who is it for

Facilities and workplace managers · site managers · buyers of outsourced services · maintenance and building operations managers.

Prerequisites

Hold responsibility for the management of a site or of a service contract.

Dates & locations

36 scheduled dates between November 2026 and December 2027. Seats are confirmed in the order enquiries are received.

November 2026

December 2026

January 2027

February 2027

March 2027

April 2027

May 2027

June 2027

September 2027

October 2027

November 2027

December 2027

None of these dates suit you? We open additional sessions on request, and any programme can be run privately for your team.

Practical details

Before the programme
Online positioning questionnaire. Your development objectives are shared with the trainer, who tailors the practical case studies to your context.
Teaching methods
Theoretical input, workshops and practical case studies. Digital course materials and method sheets provided.
Assessment
Multiple-choice tests and role-play exercises. Assessment of learning at the start and end of the programme, with immediate and 60-day follow-up evaluations.
After the programme
One year of access to the e-learning platform. Self-assessment of the skills acquired and a 30-day follow-up session with your trainer.
How to register
Registration online or on the basis of a quotation.
Lead time
11 working days after confirmation of registration.
Accessibility
Accessible to people of determination. Contact our accessibility coordinator to design a suitable solution: contact@mpf-academy.ae
Start dates
Rolling intake: in addition to the scheduled sessions, this programme can start on request.