Available for senior service delivery & systems roles

Keeping critical
systems running.

I’m Emmanuel Sanni — a Business Systems & Applications Manager, service delivery leader and customer experience specialist. I lead transformative projects that modernise operations and raise the bar on service quality across telecoms, construction and rail.

Focus Service delivery & SLAs
Method ITIL · PRINCE2 · Six Sigma
Based Milton Keynes, England
Get in touch View experience

About

I help organisations keep complex systems performing — turning operational chaos into documented, measurable, continuously-improving service delivery.

My experience spans Telecommunications, Construction and Rail Transportation. I specialise in leading transformative projects as a Business Process Manager and Systems & Application Support specialist, ensuring smooth operations and enhanced customer experiences.

I’ve overseen initiatives focused on modernising and streamlining processes and driving operational efficiency. My expertise lies in stakeholder management, risk assessment and strategic planning — employing industry-leading methodologies in people, process and quality management systems.

I thrive on challenges and am driven by a passion for innovation, growth and continuous improvement, consistently delivering results that exceed expectations.

Experience

A career built around service, systems and customers.

From the contact-centre frontline to leading Tier 2 & 3 systems support for national infrastructure — each role has been a step toward more strategic, end-to-end ownership of service delivery.

Dec 2023 — Present Network Rail

Systems & Applications Support Manager

Network Rail · Milton Keynes, England

I own the service delivery for the Assets & Information Services (AIS) Systems & Applications Support team, leading Tier 2 & 3 support across a suite of systems spanning Civil, Infrastructure, Telecoms, Systems and Applications domains. Operational activities, documentation, SLA / OLA / OKR performance and process evolution all sit with me — feeding data-informed decisions in asset management.

Sustained system support strategies and successful project implementations across the AIS estate.
Aug 2023 — Dec 2023 Purple Rose Care Ltd

Consultant Service Delivery Manager — CRM & Care Management System

Purple Rose Care Ltd · Milton Keynes, England

Led the full-lifecycle implementation of CRM and Care Management Systems using agile methodologies — acting as the primary liaison between stakeholders and translating needs into technical requirements, with ITIL-aligned processes and rigorous vendor, risk and KPI management.

Delivered a robust CRM & Care Management System with enhanced operational efficiency, data security and regulatory compliance.
Feb 2023 — Jul 2023 Airtel Nigeria

Lead — Telecoms Infrastructure, Automation & Self Service

Airtel Nigeria · Lagos, Nigeria

Led service delivery management for IVR, Web and Mobile App channels — directing infrastructure projects, optimising digital channels, improving UX and managing project finances, procurement and stakeholder communication.

Implemented an IVR infrastructure & mobile-app upgrade — improved functionality, network reliability and revenue generation.
Jan 2021 — Jan 2023 9mobile (EMTS)

Manager, Customer Care Support & IVR Management

9mobile · Lagos, Nigeria

Provided strategic leadership and project-management oversight for CX department initiatives — coordinating contact-centre support services, leading PRINCE2-aligned infrastructure delivery and applying Six Sigma to cut the cost of service delivery.

Delivered telecoms infrastructure projects with substantial budget savings and transformed the contact centre into a revenue-generating hub.
Jun 2017 — Dec 2020 9mobile (EMTS)

Reporting Specialist, Resource Planning & Reporting

9mobile · Lagos, Nigeria

Designed and maintained reports and dashboards delivering actionable insight to stakeholders, tracking project performance against milestones and continuously refining reporting tools and quality standards.

Implemented automated reporting processes and quality-assurance measures that lifted report accuracy and efficiency.
Aug 2012 — Jun 2017 Etisalat Nigeria

Team Leader — Contact Centre, Service Recovery & Social Media

Etisalat Nigeria · Lagos, Nigeria

Progressed through team-leadership roles across contact-centre operations, service recovery and social media — owning SLA performance, quality monitoring, complaint resolution and the social editorial calendar, and serving as the primary escalation point for complex customer issues.

Built service-recovery processes that improved retention and standardised quality across multiple contact-centre functions.
May 2008 — Jul 2012 Etisalat Nigeria · Sky-Blue Engineering

Early career — Customer Care, Data Helpdesk & Client Service Engineering

Etisalat Nigeria & Sky-Blue Engineering

Started as a Customer Care Executive and Data HelpDesk Specialist at Etisalat — managing high-value customer relationships, providing technical support and educating customers on data services — after beginning as a Client Service Engineer delivering tailored engineering solutions and project coordination.

Expertise

What I do best.

A blend of operational leadership, process discipline and customer-centric thinking — underpinned by recognised methodologies and certifications.

Service Delivery Management

End-to-end ownership of service quality, SLAs, OLAs and OKRs across Tier 2–3 systems & application support.

Business Process Management

Modernising and streamlining operations, evaluating process-evolution proposals and driving continuous improvement.

Customer Experience (CX)

Contact-centre operations, IVR & digital-channel optimisation, customer journey mapping and service recovery.

Quality & Compliance

ISO 9001:2015 Lead Auditor — conducting audits to ensure accuracy, regulatory compliance and risk mitigation.

Data Analysis & Reporting

Designing dashboards and reports that surface trends and drive data-informed decision-making for leadership.

Stakeholder & Risk

Engaging stakeholders and suppliers, managing risk and contingency, and presenting findings to leadership.

Credentials

Education & certifications.

2022
MSc, Business Information Systems Management
Middlesex University Malta
2011
Post Graduate Diploma, Management Studies
Albion College, London, United Kingdom
2013
Certified Strategic Manager
Strategic Business School, Lagos
2005
HND, Electrical & Electronics Engineering
Auchi Polytechnic, Edo State

Methodologies and standards I work to every day.

✓ ISO 9001:2015 Lead Auditor (IRCA) ✓ Six Sigma Green Belt ✓ Six Sigma Yellow Belt ✓ PRINCE2 ✓ ITIL-aligned service delivery ✓ Business Analysis Foundations ✓ Managing Customer Expectations ✓ Driving Measurable, Sustainable Change

Contact

Let’s build reliable service delivery together.

Whether you need a senior service delivery lead, a systems & applications support manager or someone to drive a transformation programme — I’d welcome the conversation.

Email me Connect on LinkedIn
sanni.alpha@gmail.com /in/alpha-emmanuel-sanni Milton Keynes, England