How long does this certification take?

The programme takes 10 Weeks and can be completed self-paced or with live virtual sessions.

Is this certification globally recognised?

Yes. GLI certifications carry CPD credits and are internationally recognised.

What level is this certification?

This is a Intermediate Level certification.

Email info@certifications.ac, WhatsApp +254 722 223 084, or fill in the enrolment form on this page.

What is included in the fee?

All study materials, study guide, examination, digital certificate and badge. Live option adds tutor sessions and priority support.

Certified Service Level Agreement and KPI Management Pro in Libya

Course Curriculum

Programme Modules

Click any module to explore the detailed curriculum topics included in this certification.

Foundations and Strategic Context of Certified Service Level Agreement and KPI Management Pro

Certified Service Level Agreement and KPI Management Pro: industry context, trends and professional standards
Theories and models of leadership and management
The manager's roles, responsibilities and mindset
Leadership versus management and when each is needed
Situational and adaptive leadership
Values, purpose and authentic leadership
The organisational context and operating environment
Self-awareness and the leader's identity
Building credibility and executive presence
Ethics and responsible leadership
Personal leadership development planning

Managing Upward and Developing

Managing upward and across
Developing your own management practice
Developing strategic capability in others
Implementation and stakeholder plan
Risk management and contingencies
Professional presentation and defence
Rational and intuitive decision-making
Analytical techniques and bias
Data-informed and evidence-based decisions
Prioritisation and resource allocation
Operational planning and execution discipline
Risk assessment and judgement
Managing trade-offs and dilemmas
Decision rights and governance
Preparing financial statements

From Doing to Managing

The transition from doing to managing
Delegation and appropriate autonomy
Developing your own management practice
Financial reporting frameworks (IFRS/GAAP)
Organisational culture and behaviour change
Business model and market innovation
Sustaining change and embedding new behaviours
Measuring change and transformation impact
Prioritisation and managing competing demands
Running meetings that produce decisions
Difficult conversations and managerial courage
Managing performance day to day
Building and leading a team
Operational planning and workflow management
Decision making for managers

Delegation and Autonomy

Delegation and appropriate autonomy
Building and leading a team
Managing performance day to day
Leading under ambiguity and complexity
Strategic learning and the adaptive organisation
Culture as a strategic asset
Leading strategic change
The executive transition: from function to enterprise
Setting and communicating strategic direction
Leading through other leaders
Building and running a top team
Working with a board and governance
Executive presence and credibility
The strategic narrative
Executive time, attention and decision cadence

Prioritisation and Focus

Prioritisation and managing competing demands
Running meetings that produce decisions
Operational planning and workflow management
Board, governance and C-suite dynamics
Corporate strategy and portfolio choices
Growth strategy: organic, M&A and partnerships
Organisational design and operating models
Interpreting financial statements
Stakeholder capitalism and ESG
Organisational resilience and adaptive strategy
Managing complexity and ambiguity
Strategic leadership at scale
Long-term value creation
Stakeholder mapping and analysis
Building strategic relationships and coalitions

Performance and Difficult Conversations

Managing performance day to day
Difficult conversations and managerial courage
Building and leading a team
Stakeholder management and relationships
Managing up, down and across
Developing talent and succession
Managing performance through coaching
Integrated and sustainability reporting
Coaching challenging situations
Measuring coaching impact
Digital leadership and business transformation
Data literacy and analytics for leaders
Leading technology adoption and change
Reporting quality and governance
Managing distributed and digital teams

Decisions, Budgets and Resources

Decision making for managers
Managing budgets and resources
Operational planning and workflow management
Succession and the leadership pipeline
Executive ethics and the leader’s shadow
Leading in crisis and under scrutiny
Influencing without authority
Negotiation strategy and tactics
Managing conflict constructively
Board and investor engagement
Public speaking and thought leadership
Management accounts and dashboards
Reputation and personal brand
Budget vs actual and variance
Time management and personal productivity

Risk and Governance

Corporate governance and accountability
Regulatory awareness and compliance
Cybersecurity and information governance for leaders
Managing risk and controls
Enterprise risk management in banks
Credit risk measurement and mitigation
Liquidity risk and asset-liability management
Operational risk and resilience
Cost and profitability analysis
Model risk and provisioning (IFRS 9)
Regulatory compliance and central-bank rules
Risk assessment and sensitivity analysis
Interest-rate risk and hedging
Financial risk management and derivatives
Governance of controls and reporting

Strategic Context

Designing a strategic or change intervention
Technology strategy and investment
Strategic alignment across an organisation
Organisational design as a strategic choice
Retention strategy and turnover analysis
HSE as a strategic enabler
Business models for new tech
Business model design and unit economics
Strategic sourcing process and RFx
Pricing strategy and models
Competitive bidding and tender management
Agribusiness models and strategy
Scaling and growth strategies
Drought and water-scarcity strategies
Brand strategy, identity and architecture

Evidence and Data

Customer data platforms and segmentation
Web, campaign and funnel analytics
Sales analytics and forecasting tools
Market research design and methods
Qualitative and quantitative research
Translating insight into strategy
Forecasting and planning
Baseline surveys and data collection tools
Data quality, analysis and reporting
Data visualisation for finance
Decision support and insight
Evidence-based improvement
Evidence-based practice
Evidence-based practice and research literacy
Project data, reporting and analytics

Technology

Performance management systems and KPIs
Emerging project technologies
Digital disruption and modern go-to-market
Digital and data-driven go-to-market
Digital marketing strategy
Email and marketing automation
Marketing technology stack
CRM and marketing automation platforms
Psychodynamic and psychoanalytic approaches
Scaling technologies and business models
Attachment and developmental theory
Digital banking platforms and APIs
Payment technology and switches
Automation, RPA and straight-through processing
Cybersecurity and fraud technology

Projects and Delivery

Project and programme oversight
Balancing short-term delivery and long-term value
Operational planning and resource management
Voice, communication and delivery
Continuous improvement of programmes
Project management principles and lifecycle
Cost reduction and efficiency programmes
Tax planning, avoidance and evasion distinguished
Compliance frameworks and programmes
Strategic workforce planning and demand forecasting
Supply analysis, gaps and scenario planning
Developing the project business case
Project budgeting and financial control
Financial risk in projects
Realising and measuring project value

People Administration

Customer and employee satisfaction
Employee engagement models and drivers
The employee lifecycle and HR value chain
Reward strategy and total reward frameworks
Employee voice, surveys and action planning
Communicating risk to the workforce
Workforce and shift management in retail
Workforce management and scheduling
Loyalty programmes and rewards
Workforce planning and scheduling
Employee experience and engagement
Cost of workforce and ROI of HR interventions
Workforce planning and the capability gap
Employee relations, discipline and fair process
Employee engagement and what actually drives it

Culture and Engagement

Values-based decision-making
Team and engagement metrics
Leading across cultures and geographies
Habit change and behaviour design
Wellbeing and resilience coaching
Strengths, flow and engagement
Meaning, purpose and values
Building trust and engagement
Stakeholder engagement strategy
Motivation and engagement
Advocacy and policy engagement
Professional roles, boundaries and settings
Managing boundaries and dual relationships
Peer support and consultation
Behaviour change and adoption of innovations

Customers and Market

Customer onboarding and lifecycle
Banking products, services and delivery channels
Customer and community engagement
Treating customers fairly and market conduct
Data ethics and customer privacy
Service quality and turnaround metrics
Market and interest-rate risk
Know Your Customer and enhanced due diligence
Data protection and customer privacy
Data, analytics and customer insight
Customer segmentation and needs analysis
Voice of the customer programmes
Design thinking for service
Reducing customer effort
Customer effort and sentiment analysis

Legal and Policy

Procurement and contract value
Procurement and contract management
Regulatory compliance and biosafety
Regulatory compliance and market requirements
Regulatory and fair-treatment obligations
The regulatory landscape and central banking
Regulatory duty and accountability
Regulatory reporting and audits
Regulatory liquidity ratios (LCR, NSFR)
Contract law and formation
Contract exit and renewal
Duty of care and risk management
Accounting concepts, principles and the regulatory landscape
Regulatory reporting and disclosure
The regulatory and legal environment

Supply and Procurement

Vendor selection and management
Supply market analysis
Vendor and faculty management
Receivables, payables and inventory management
Vendor management and system governance
Procurement and supply chain: scope and value
The procurement cycle and operating models
Procurement’s contribution to organisational strategy
Public versus private procurement
Supply markets and the enabling environment
Digital procurement and the future of the profession
Water supply systems: sources, treatment and distribution
Record-keeping and data protection
Complaints, accountability and fitness to practise
Procurement and stock management for health commodities

Ethics and Standards

Corporate social responsibility and sustainability
Professional standards and continuing development
Ethical leadership and integrity
Ethics in communications
Corporate social responsibility communications
Ethics and professional standards in finance
Responsibility accounting and cost centres
Ethics and transparency in tax
Responsible and sustainable governance
Embedding responsible business
Ethics, confidentiality and professional conduct in HR
Ethical principles and codes of practice
Sustaining ethical, effective practice
Ethical frameworks and codes of practice
Legal responsibilities and professional bodies

Learning and Knowledge

Growth mindset and continuous learning
Continuous improvement and learning organisations
Motivation and self-directed learning
Learning strategy and roadmaps
Building the learning brand
Aligning learning to performance
Leading the learning function
Training needs analysis and learning strategy
Facilitation, coaching and mentoring
Knowledge management and capability building
Learning technologies and the LMS
Lessons learned and knowledge management
Facilitation and workshops
Facilitation, training and public presentation skills
Client feedback and satisfaction

Diversity and Global Practice

Diversity, inclusion and inclusive leadership
Financial inclusion and agency banking
Financial inclusion strategy
Transfer pricing and international tax
Nomination, succession and diversity
The business case for diversity and inclusion
Inclusion and the fairness of people decisions
Team diversity and inclusion
Cross-cultural communication
Managing virtual and cross-cultural teams
Financial inclusion and serving underbanked markets
Global sourcing and international trade
International and cross-border tax
Managing risk and difficult cases
Gender, youth and social inclusion in agricultural development

Sustainability

Trends: ESG, transparency and stakeholder capitalism
ESG principles and frameworks
Sustainability strategy and materiality
Environmental governance and climate risk
Governance of ESG and reporting
Sustainability standards (GRI, ISSB)
Lessons learned and development
Sustainability and environmental duty
Environmental management systems (ISO 14001)
Sustainability and climate responsibility
Environmental monitoring and reporting
Driving effective, ethical outcomes
Monitoring sustainability outcomes
Policy, institutions and the enabling environment for agriculture
The business case for productivity, quality and sustainability

Leadership and Management

Dashboards, metrics and management information
Cost management and value creation
Innovation management and creative problem-solving
Change leadership models (Kotter, ADKAR, Lewin)
Reflective practice and self-leadership
Leadership impact and organisational health metrics
360-degree feedback and leadership assessment
Capstone scoping: a real leadership challenge
Renewals and churn management
Field sales and territory management
Tender and bid management
Resilience, wellbeing and stress management
Delegation and empowerment
Delegating for development
Quality management and standards

People and Development

Leading project teams
Team development and effectiveness
Coaching and developing team members
Building high-performing project teams
Sales enablement and coaching
Team leadership in sales and marketing
Career pathways and continuing professional development
Setting professional goals and a personal development plan
Land-use planning, capability and degradation management
Team leadership in field and project settings
Designing and facilitating groups
High-performance team rituals and cadence
Creating a coaching culture
Managing resistance and capability building
Supplier development and improvement

Performance Management

Sustaining high performance over time
Balanced scorecard and KPI frameworks
Marketing and sales KPIs and dashboards
Funnel, pipeline and conversion metrics
Customer and brand health metrics
Dashboards and performance reporting
Capacity and performance management
Setting objectives, indicators and targets
Yield, productivity and profitability metrics
Linking CX to business performance
Service KPIs: CSAT, NPS, CES, SLAs
Measuring innovation performance
Strategy execution and the balanced scorecard
Managing team performance and dynamics
Contract performance and exit

Operations

Productivity and effectiveness measurement
The HR operating model and business partnering
Psychoeducation and workshops
Integration with quality and environment
Design review and quality
Productivity, collaboration and workflow tools
Process improvement and lean thinking
Productivity and efficiency improvement
Reinsurance and capacity management
The vehicle sales process from enquiry to delivery
Capacity planning and line balancing
Quality planning and assurance
Quality control and continuous improvement
Integrated risk and quality control
Capacity and resource optimisation

Financial Management

Financial acumen: budgets, P&L and cash
Communicating financial results
Cost-benefit and investment appraisal
Funding, cash flow and financing
Cost estimation and budgeting
Time and cost control
Strategic alignment of investments
Marketing planning and budgeting
Revenue management and yield
Forecasting revenue and demand
Budget, ROI and feasibility analysis
Capital structure and financing decisions
Real options and strategic investment
Financial modelling and scenario analysis
Short-term financing and money markets

Communication

Management reporting and decision support
Applying reporting standards and accounting judgement
The finance function, month-end close and reporting cycle
Board reporting and information flows
Workforce reporting and storytelling with data
Management and board reporting
Safety communication and campaigns
Incident reporting and record-keeping
Working with organisations on wellbeing
Toolbox talks and safety communication
Communicating vision and telling stories
Risk registers and reporting
Tax provisioning and reporting
The media and telecommunications landscape
Designing an intervention or programme

Decision Making

Prioritisation and focus
Escalation and decision-making
Portfolio management and prioritisation
Decision-making and problem solving
Data-driven decision-making
Ethical, risk and feasibility considerations
Data-driven decision support and analytics
Prioritising experience investments
Problem loans, restructuring and recovery
Evidence, judgement and scepticism
Make-versus-buy decisions
Root-cause analysis and problem solving
Capstone scoping: a real financial problem or decision
Recommendations and decision support
Costing methods and relevant cost for decisions

Change

Benchmarking and best-practice adoption
Leading large-scale transformation
Professional case study and presentation
User adoption and change
Digital transformation and IT strategy
Variations, claims and delay: managing change on site
Change talk and readiness
Change control and configuration
Organisational change management
Change and adoption in projects
Agile and digital transformation projects
Change management and adoption
The finance function and digital transformation
Foreign exchange and currency risk
Risk assessment and safety planning

Stakeholders and Influence

Conflicts of interest and fairness
Transparency and stakeholder trust
Stakeholder rights and fair treatment
Stakeholder identification and analysis
Managing expectations and influence
Negotiation and conflict management
Building project relationships
Conflict resolution and negotiation
Conflicts of interest and transparency
Commercial negotiation and value capture
Influencer and affiliate marketing
Goal setting and contracting
The project environment and stakeholders
Stakeholder and sponsor management
Building strategic customer relationships

Frequently Asked Questions

Common Questions

What is the CSLA certification?

Yes. GLI certifications are recognised across 100+ countries and are aligned with recognised global leadership and management competency frameworks. Graduates receive a digital certificate, a physical certificate and CPD credits recognised by employers worldwide.

Who should enrol in the CSLA?

This certification is ideal for Managers and Team Leaders, Heads of Department and Directors, Senior Executives and Aspiring Leaders and Business Owners and Entrepreneurs, and other professionals seeking to formalise their expertise in strategic leadership, organisational management and business transformation with a globally recognised credential.

How long does the CSLA certification take to complete?

The programme is structured over 10 Weeks and offers flexible learning modes. Self-paced learners can progress at their own schedule, while live virtual participants follow a structured cohort schedule with facilitator-led sessions.

Is the CSLA internationally recognised?

What is the cost of the CSLA certification?

The Certified Service Level Agreement and KPI Management Pro is offered in two formats: Self-Paced at USD 399 and Live Virtual at USD 599. Corporate group rates are available for organisations enrolling 5 or more participants. Contact GLI for a bespoke corporate training quotation.

What does the CSLA certification include?

Enrolment includes all study materials and study guides, access to GLI's online learning portal, online examination, digital certificate and badge, physical certificate (posted), CPD credits, GLI alumni network membership, and ongoing facilitator support.

What is the assessment format for the CSLA?

The Certified Service Level Agreement and KPI Management Pro is assessed through an online examination consisting of multiple-choice questions, case study analysis, and practical application assignments. The assessment is designed to evaluate real-world competency, not just theoretical recall.

What CPD credits do I earn from the CSLA?

The Certified Service Level Agreement and KPI Management Pro carries Continuing Professional Development (CPD) credits, which can be applied towards professional body requirements including recognised international professional associations.

Can I study the CSLA while working full-time?

Absolutely. The self-paced option is designed for busy working professionals and allows you to study when and where it suits you. Live virtual sessions are typically scheduled in the evenings or on weekends to accommodate professional commitments.

What career outcomes can I expect from the CSLA?

Graduates progress towards executive, director and C-suite leadership roles. The CSLA strengthens your expertise in strategic leadership, organisational management and business transformation and positions you for advancement across corporates, public institutions, NGOs and enterprises.

Certified Service Level Agreement and KPI Management Pro