Ashutosh Pokale

Transformation Experience | Project Management

• Coordinated the DoITNow transformation program, migrating the SAP portfolio unit from legacy ITSM tools to ServiceNow, ensuring a seamless transition for users.
• Captured and managed user stories for system changes (layout, master data, functional updates), organized under EPICs for traceability.
• Directed the development, QA, and production workflow with rigorous quality and governance control.
• Coordinated a training program for over 9,000 end users: 4 days of training for 200 key users (POC within T-Systems/Portfolio), expanded to 600 champions, and scaled to 8,000 end users via web-based training (WBT).
• Led field testing and process comparison of CMO and FMO using defined use cases.
• Coordinated test case scenarios, emphasizing requirement clarity ("what to see" rather than "how to see").
• Managed AG migration with corrections for improved organizational mapping.
• Ensured the availability of test environments and access control for smooth automation migration.
• Oversaw SIT, UAT, UAT Approval, and the sign-off process with defect resolution in subsequent releases.
• Enabled PU SAP onboarding to ServiceNow, enhancing process efficiency, governance, and user adoption.

Service Delivery Experience | Quality and Process Manager

• Served as SCRUM Master for a team of DB, Power BI, and Excel specialists, orchestrating sprint cycles, backlog prioritization, and retrospectives to ensure quality delivery.
• Collaborated with Product Owners to refine requirements and ensure alignment with business goals.
• Facilitated communication between technical teams and business stakeholders to ensure clear understanding of requirements and expectations from both sides.
• Collaborated with cross-functional teams for seamless integration of ITSM processes into existing organizational workflows.
• Designed and delivered quality KPI reports, transforming them into Power BI dashboards for actionable insights.
• Acted as MoD Moderator, managing the Manager-on-Duty ROTA, conducting weekly briefings, and ensuring smooth handovers of incidents, problems, and planned activities.
• Acted as ITSM Chapter Lead, overseeing skilled process managers from a quality perspective. Conducted regular audits of ITSM processes to ensure compliance with internal policies and industry standards.
• Trained and mentored junior team members to strengthen their understanding of ITSM principles and enhance overall team performance.
• Reviewed CAB workbench requests to ensure compliance and governance.
• Led Quality Gates audits during transitions, ensuring adherence to quality checklists, and achieving mutual agreement on overall quality and readiness.
• Managed 360° service readiness and coordinated B2G activities to improve operational efficiency.
• Drove Zero Outage initiatives, and coordinated training, fostering a culture of excellence within the organization, and fire drills to enhance service quality and operational stability.
• Improved IT service delivery by streamlining ITSM processes and implementing best practices.
• Contributed to successful migration projects from legacy ITSM tools to ServiceNow, ensuring a seamless transition for users.

• Leads the bridge change management for the BTN account(s).
• Accountable for the end-to-end change coordination, management, and release deployment in service transition.
• Ensures proper coordination within the team, and provides guidance in the Change Management process and process training whenever required.
• Ensures agreed to change deployments within SLAs.
• Accountable for the financial aspect of the releases performed on a monthly basis for revenue generation.
• Individually, coordinates the global delivery activities for the risk assessment and multiple CAB approvals.
• Chairs CAB meetings to discuss the risk and impact of the new and existing operational and project changes, along with the release and deployment planning.
• PIR preparations and handshaking with project managers and the resolver groups.
• Ensures the customer environment is up to date with various patching deployments on a monthly, quarterly, half-yearly and yearly basis through release management.
• Participates in process documents design and prepare Work instructions as per process/Policy.
• Ensuring Change process awareness with technical teams by arranging periodic assessments.

• Worked as a change coordinator/manager for a leading telecommunications client based in the ANZ region.
• Handled the change lifecycle through multiple ITSM tools, including BMC Remedy, ATT GPS Worldwide, and ServiceNow.
• Attended/chaired CAB calls and provided key information on critical changes.
• Work alongside project design consultants to ensure that change implications are understood and planned for.
• Ensured all activities were completed in accordance with project plans and time frames.
• Foster positive relationships with senior project sponsors, and stakeholders.