Ben Brooks
Service Manager @Freshfields
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WORK HISTORY
Service Manager @Freshfields
Manchester, GB
Delivering global service reliability, automation and cloud governance across Azure, M365, Intune and Zscaler, supporting highly regulated legal environments.
SKILLS
ABOUT BEN BROOKS
I’m an IT Service Management leader with over 20 years of experience improving operational stability, cloud governance, and end-user experience across global legal and financial institutions. I specialise in delivering resilient, predictable, and high-performing technology services that directly support critical business functions.At Freshfields LLP, I modernise cloud and end-user services across Azure, Microsoft 365, Intune, Zscaler, and global meeting-room platforms. I use automation, AI-driven monitoring, and strong governance to reduce incidents, strengthen security, and enhance reliability for thousands of users.Previously at Barclays, I led global service management for financial-crime technology, improving resilience for systems processing over £100bn daily. I delivered £0.7m annual savings through intelligent automation and reduced outage times by 50% through proactive monitoring and enhanced RCA.I’m known for my calm leadership style, strong stakeholder engagement, and ability to bring structure, predictability, and measurable improvement to complex technology environments.Specialties: ITSM • Cloud Governance • Incident & Problem Management • Change/Release • Automation • AI-Ops • Vendor Management • SLA/OLA Governance • AV/Collaboration Technologies • Regulatory Compliance • Service Leadership
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