Petar Kokic

About Petar Kokic

Dynamic, Purpose-Driven Leader with 20+ Years of Client Service. Passionate about diving into customer needs/problems and solving them with modern technology. Delivering key outcomes, building collaborative teams/relationships, always learning. Business Ops | Tech Ops | IT Service Design & Mgmt | Portfolio/Program Mgmt | Transformation | Strategy | Consulting | Client Success | Engagement Management | M&A.MBA CISSP PMP ITIL Roles / Expertise Areas: IT Technology Operations, IT Director, IT Service Delivery Management, Project/Portfolio Management, Program Management, Client Success Management, IT Service Design and Management, Client Success Management, Customer Experience UX Design, PMO Manager, Account Manager, Chief of Staff, Business Relationship Manager.

Experience

1. Director, IT Service Management

   McLane Company, Inc.

   Jan 2025 — Present · Temple, TX, US

   Strategic Planning: Develop and implement ITSM strategies and frameworks to support business goals. • Service Delivery: Oversee the delivery of IT services, ensuring they meet or exceed service level agreements (SLAs) and quality standards. This role is responsible for: • ITSM Strategy and Design • Service Desk, Incident, and Problem Management • Request Management / Fulfillment • ITSM Catalog and Service Portfolio Management • Process Improvement: Continuously improve ITSM processes, leveraging best practices and industry standards. • Team Management: Lead and manage the ITSM team, providing guidance, support, and professional development opportunities. Foster a culture of continuous improvement, collaboration, and customer focus. • Stakeholder Engagement: Build and maintain strong relationships with business stakeholders, understanding their needs and ensuring IT services support business objectives. Communicate effectively with senior leadership, providing updates on ITSM performance and initiatives. Technology and Tool Management: Collaborate with platform and process owners to define, document, and prioritize ITSM tool requirements to meet goals. Ensure the ITSM team and relevant stakeholders are properly trained on tool usage, driving effective adoption, and maximizing the tools\' potential in supporting ITSM processes. Performance Monitoring: Monitor and report on the performance of IT services, identifying areas for improvement and implementing corrective actions. • Budget Management: Manage the ITSM budget, ensuring efficient use of resources and alignment with financial goals. • Compliance: Ensure IT services comply with relevant regulations, standards, and policies. Establish and enforce ITSM policies, procedures, and standards.

Education

• Christian Brothers University

  Bachelor's degree, IT Management

  1996 — 2000

• Southern Methodist University

  Master of Business Administration - MBA, IT Business Operations and Strategy

  2003 — 2005