Executive ITSM Leadership, Consultancy & Accredited Training

Delivering stability, clarity and measurable service improvement for organisations that need momentum and trusted leadership.

Stuart Brookes - Director of Advance IT

ITSM Consultancy

Stabilising underperforming services, improving maturity and delivering ITIL‑aligned governance across complex, multi‑supplier environments.

Accredited Training

Certified PeopleCert trainer delivering ITIL v5, Service Desk Manager (SDM v9) and Service Desk Analyst (SDA v9) courses for teams and organisations.

Leadership

Experienced Head of Service and IT Operations Manager available for short‑term leadership, crisis recovery and service turnaround.

Who I Am

I am an IT Operations and Service Management leader with over 20 years’ experience stabilising complex environments, transforming underperforming services and delivering measurable improvements across public sector, retail, commercial and managed service organisations.

My work focuses on restoring service reliability, uplifting ITSM maturity and enabling organisations to deliver consistent, high‑quality customer experience.

Alongside my consultancy work, I am a certified PeopleCert trainer for ITIL, Service Desk Manager (SDM) and Service Desk Analyst (SDA), helping teams build capability, confidence and best‑practice alignment.

What I Do

I specialise in helping organisations:

  • Recover failing or unstable IT operations

  • Improve ITSM maturity and governance

  • Implement or optimise ServiceNow, Jira and TOPdesk

  • Strengthen supplier performance through SIAM‑aligned models

  • Deliver successful service transitions

  • Build capability through accredited ITIL/SDM/SDA training

My approach blends hands‑on operational leadership with strategic advisory support, ensuring improvements are both practical and sustainable.

My Experience

Across my career, I have:

  • Stabilised global and multi‑site IT operations for organisations such as Burberry, VetPartners, UK central government departments, executive agencies and local authorities

  • Delivered enterprise‑wide ITSM maturity uplifts, enabling successful tooling implementations and improved governance

  • Designed and implemented SIAM operating models that improved supplier accountability and contractual performance

  • Led major service desk and operational turnarounds, clearing backlogs, rebuilding capability and restoring stakeholder trust

  • Delivered multiple large‑scale service transitions with strong risk control and continuity

  • Provided accredited ITIL, SDM and SDA training to teams across the UK

Certifications & Credentials

  • ITIL v4 Strategist: Direct, Plan and Improve

  • ITIL v5 Foundation

  • ITIL v4 Foundation

  • ITIL v3 Service Design

  • SDI Service Desk Manager (Higher Mastery)

  • PeopleCert‑accredited Trainer (ITIL, SDM, SDA)

  • ServiceNow Certified System Administrator & App Developer

  • PRINCE2 Practitioner & Agile Practitioner

  • CCNA, MCITP, MCTS Messaging

How I Work

I take a practical, people‑focused approach, combining governance, process clarity and operational discipline with empathy, communication and stakeholder engagement.

My goal is always the same: to leave organisations stronger, more stable and more capable than when I arrived.

Why Organisations Work With Me

  • 20+ years in IT Operations & Service Management

  • ITIL Expert and ITILv5, SDM/SDA v9 Trainer, ServiceNow CSA

  • Proven record stabilising global and multi‑site operations

  • Delivered major service transitions and ITSM transformations

  • Trusted by public sector, retail, commercial and managed service organisations