Contract Management: Commercial Models, KPIs and SLAs | IWFM

Build confidence in managing contracts and supplier
performance

The Contract management: commercial models, KPIs and SLAs course provides practical guidance on managing contracts effectively within workplace and facilities management. It is designed for professionals who are responsible for procuring services, managing suppliers or monitoring contract performance, and who want a clearer understanding of how commercial models, KPIs and service level agreements work in practice.

Delivered as live online training, the course focuses on real‑world application, helping you manage contracts that support service quality, value for money and organisational objectives.

Who this course is for

This course is suitable for:

• Facilities and workplace managers with contract management responsibilities
• Professionals involved in procurement or supplier management
• Operational managers responsible for monitoring service performance
• Those looking to strengthen their understanding of commercial arrangements in FM

It is particularly relevant for those working with outsourced services or managing multiple suppliers.

What will you learn

The course explores the key components of effective contract management, including:

• Commercial models in facilities management Understand common commercial models used in FM contracts and how they influence risk, cost and performance.
• Key performance indicators (KPIs) Learn how to select, define and use KPIs to monitor supplier performance and support continuous improvement
• Service level agreements (SLAs) Gain clarity on the role of SLAs, how they are structured, and how they link to service delivery and outcomes.
• Managing supplier relationships Explore approaches to managing performance, addressing issues and maintaining productive working relationships
• Applying contract management in practice Understand how commercial models, KPIs and SLAs work together to support effective service delivery.

The course focuses on practical insight that can be applied directly to workplace and facilities management roles.

Course details

Course trainer 

Steve Gladwin MBA Hon FIWFM

IWFM Strategic Leaders Forum Committee member

Steve is an Honorary Fellow of the Institute of Workplace and Facilities Management (IWFM). 

In 2005 he received the International Facilities Management Association (IFMA) recognition award for global contribution to FM because of his position as Chair of the Facilities Management Association, Australia and as a founding member and subsequent Chair of Global FM – an international federation of National member-based FM Associations.

More recently in 2020, he was recognized in the Institute of Workplace and Facilities Management (IWFM) Excellence Awards for his contribution to the industry and profession.  The following year he was awarded the Lifetime Achievement Award in the national PFM Awards.

In 2013, following 4 years as Lead Judge, Steve was appointed Chair of the IWFM Industry Excellence Awards and held this position for 6 years.  He was also the Chair of the IWFM International Special Interest Group.

He is the Director of Nodus Solutions Limited, a privately owned Facility Management company based in the UK providing FM and Consultancy advice to a broad range of clients ranging from large multi-national listed entities to public sector bodies.  In this role Steve and his team have consulted to organisations including Jaguar Land Rover, Adidas, Sony, Sainsburys, The Royal Household and a multiple Universities and educational establishments across UK and Ireland.

He is also a Course Trainer for the Institute of Workplace and Facilities Management (IWFM) Academy and has developed and delivered training for the Institute for over 15 years.

He has lectured at Liverpool John Moore’s University, Sheffield Hallam University, Sydney University, Hong Kong Polytechnic and most recently over the past two years has lectured at University of Greater Manchester on their Level 6 BSc FM Degree Apprenticeship program.

Steve is a Building Services Engineer by background and holds a Master of Business Administration (MBA) from the University of New South Wales (Australian Graduate School of Management).  

Course feedback

Tell us 3 things you learnt on this course that will change the way you do business?

• Better insight into KPI’s and SLA’s.
• Key reasons why contracts fail and how to avoid these.
• Importance of collaboration.

What problems were you experiencing before which will now be combatted by the information you learnt on this course?

Problems weren’t experienced, it was more information from professional development which will help in the future, so I think it will prevent rather than combat.

What was the best thing about this course?

The best thing was getting an insight into the client’s point of view, which was interesting as a service provider, the structure of the course encouraged open conversations.

Can you explain how what you learnt on the course will either save you time, money or resource?

Again, I would like to think that this will prevent issues in the future due to the knowledge gained on the course.

What would you say if you were recommending this course to a colleague?

I would recommend this course to colleagues due to the information provided and the conversations and experiences from other group members where invaluable.

Why did you choose a IWFM course rather than a competitor?

I chose IWFM from recommendation and through research.

Kyle Hancock
Account Manager

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