Advanced Service Levels - Discussion Forum - December 5, 2018

05 Dec 2018
8:30am - 10:30am EST
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Event Details

Most outsourcing agreements have some service levels that were developed by the original deal team with the intent of managing performance. Many of this were not established effectively and are not being used to produce the service provider behavior and service delivery outcomes that was desired by the buy side organization. Most agreements have provisions to enable periodic review and adjustment of service levels to better reflect buy side organization priorities and changing service delivery focus.

There are several structural models being adopted that do provide the right mix of service level performance, ensuring a focus on the critical performance indicators. How can you design the actual service level structure effectively? What are the types of performance measurement? How are Service Level Requirement remedy models being structured to delivery results? What are the common challenges and advanced best practices?

Join us on December 5th where Merit Outsourcing Advisors will present some of the best practices used in organizations with effective service level management. Merit Outsourcing Advisors will be joined by a buy side client, a third party leading lawyer and a service provider where you can ask questions and hear their perspectives on the key topics.

Michael Hart

Michael is the Managing Partner for Merit Outsourcing Advisors, a leading Canadian Sourcing Advisory firm. Prior to his current leadership role, he was in the outsourcing practise at Deloitte, PricewaterhouseCoopers Consulting and IBM. His expertise is focused on developing business process and IT sourcing strategies, outsourcing deal investigation, providing transaction leadership, structuring offshore service delivery, advising clients on outsourcing re-negotiation strategies, building effective outsourcing governance and vendor management models, and services delivery optimization strategies.
He is an elite sourcing advisor, with a strong working knowledge of Application Management Services, Human Resources, Customer Care, Finance & Administration, Procurement/Strategic Sourcing, Information Technology Infrastructure and other business processes.
Michael has a Master of Business Administration in Marketing from Schulich School of Business, York University in Toronto. He is a frequent speaker at outsourcing and sourcing industry events, including: Centre for Outsourcing Research & Education (CORE), The Canadian Institute, Schulich School of Business, Project Management Institute and the Canadian IT Law Association.


Prabhanjan Mishra, Segment Head - Banking, Financial Services & Insurance at TCS Canada 

In a career spanning two decades with TCS, Prab has risen through the ranks to his current role as a Segment Head for TCS Canada's Banking, Financial Services & Insurance (BFSI) practice.  Prab leads a high performing team that is focused on delivering long-term profitable technology initiatives in the area of digital, and is recognized for his ability to guide clients in their transformation journeys.  While being accountable for the strategy, P&L, delivery and operations of his unit, Prab also continues to spearhead several activities in collaboration with clients that give back to local communities.   

Over the years he's held various key leadership positions across client delivery and business development, and has been instrumental in several landmark projects that TCS has undertaken both in Canada and around the globe.


Anand Chaubey - Director, Information Technology at Via Rail Canada.

Anand is the Director Information Technology at VIA Rail, Canada’s national passenger rail service.  He is responsible for all IT application, infrastructure, security and end user services.


Prior to joining VIA Rail, Anand held senior roles at large telecommunications firms such as Motorola and Nortel,  consulting roles with CGI and supporting the Canadian Air Force’s F-18 program at CAE electronics. Through his background in technology, Anand brings unique skills to help drive VIA’s technological transformation.


Anand holds MBA and Engineering degrees from McGill University (Montreal) and is a member of the Ordre des ingénieurs du Quebec (OIQ).


79 Wellington St W #3300

Toronto, ON

M5K 1N2


8:00 – 8:30: Breakfast 

8:30 to 9:15: Presentations, questions and discussion

9:15 – 9:30:  Break

9:30 to 10:15: Panel Discussion

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05 Dec 2018
8:30am - 10:30am EST

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