Turning Complexity
Into Clarity.
I help organizations design scalable ITSM solutions,
optimize processes, and get real value from Jira.
Pešić
I help enterprise IT teams bring structure to complex service environments — without turning the process into bureaucracy.
My work sits at the point where tools, teams, requests, incidents, approvals, and business expectations collide. Over the years, I have learned that successful ITSM is rarely about adding more process. It is about making the right path easier to follow than the wrong one.
I work best with organizations that have already outgrown informal ways of working: multiple support teams, unclear ownership, inconsistent request handling, weak reporting, or Jira Service Management setups that no longer reflect how the business actually operates.
Based in Serbia, I work remote-first with European teams, helping them design practical service structures, cleaner Jira workflows, and operating models that people can actually use.
Making the right path easier to follow than the wrong one.
Align IT services with business goals and drive measurable improvements.
Design and implement Jira Service Management setups that scale.
Streamline processes to reduce costs and improve outcomes.
Service catalogs, CMDB, SLAs and workflows built for real impact.
Build frameworks and metrics that support long-term growth.
Leverage automation and AI to enhance efficiency and UX.
Leading ITSM and Jira Service Management initiatives for a global automotive supplier with 20,000+ employees. Managing a 1st Level Service Desk with full responsibility for on-call coverage, SLA compliance, and service request handling. Implementing and optimizing ITSM processes across Incident Management, Service Request, Knowledge, and Reporting. Building and maintaining CMDB structures, service documentation, and knowledge base to reduce recurring issues and support operational transparency.
Primary point of contact for a premium enterprise client, managing a cross-functional team responsible for staging and production environments. Maintained daily communication, tracked open tasks, and coordinated incident management across technical and business stakeholders. Led projects related to new features, infrastructure upgrades, and company-wide system updates — balancing technical depth with customer-facing delivery.
Oversaw the technical support team and led the successful implementation of an SDLC (Software Development Lifecycle) framework. Planned and monitored SDLC strategies, motivated team members, coordinated work distribution, and drove ongoing development of team capabilities. Collaborated with leadership across functions to align on outcomes and track individual and team performance metrics.
Curriculum Vitae
Full career history, skills, and engagement detail — available on request or direct download.
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