DELIGHTEN KOOLA
Toronto,ON
Summary
Business professional with solid foundation in optimizing operational workflows and implementing process improvements. Known for collaborative approach and achieving significant results through teamwork and adaptability. Expertise in process analysis, stakeholder engagement, and strategic planning. Diligent Alliance Lead with strong background in streamlining business processes and enhancing operational efficiency. Successfully led multiple initiatives that improved workflow and reduced bottlenecks. Demonstrated expertise in process optimization and change management.
Overview
24
24
years of professional experience
1
1
Certification
Work History
Solution Advisory & Alliances - SAP
CelerityHat
03.2026 - Current
- Responsible for bridging the gap between complex business challenges and next‑generation SAP solutions, with a strong focus on embedding AI‑driven insights into the solutioning framework.
- Leverages Business AI, intelligent automation, and advanced analytics to help clients transition beyond traditional ERP and build autonomous, data‑led enterprises.
- Leads the development and expansion of CelerityHat’s strategic alliance ecosystem to ensure access to the most innovative, AI‑ready architectures and partner capabilities in the market.
- Collaborates closely with cross‑functional teams to drive digital transformation initiatives that are visionary, scalable, and sustainable, reinforcing CelerityHat’s reputation for agility and excellence.
BUSINESS PROCESS EXPERT – HUMAN CAPITAL
Skillsfactory.ai
12.2024 - 02.2026
- Founding-team contributor building a high-trust advisory practice focused on business outcomes, adoption, and executive alignment.
- Provide prescriptive guidance on skills-first strategies tied to customer objectives, including operating-model changes and transformation roadmaps.
- Facilitate change-management workshops to improve organizational readiness, adoption, and sustained usage of new ways of working.
- Application of AI-powered concepts and insights to improve decision-making and problem-solving in workforce/skills programs – skills inventory, workflow automation, analytics-driven prioritization.
CUSTOMER SUCCESS MANAGER – SAP SUCCESS FACTORS
SAP
01.2015 - 11.2024
- Owned post-sales engagement for a portfolio of key and strategic enterprise customers, acting as the executive point of contact and customer advocate across the lifecycle (implementation → adoption → renewal).
- Established engagement plans and governance – QBR, Cadence, success plans, risk reviews, to ensure delivery of measurable business outcomes and sustained adoption of purchased capabilities.
- Drove consumption/adoption programs to help customers obtain maximum value from their investment, including usage optimization and enablement aligned to customer priorities.
- Promoted platform innovations and best practices; partnered with internal solution professionals and value advisors to position new capabilities and guide customers through change.
- Leveraged structured playbooks - Outcome Success Plans (OSP) to scale adoption and renewals, while identifying gaps and recommending new plays for emerging customer needs.
- Led cross-functional orchestration across Support, Product, Services, and Partners to resolve complex issues, managed escalations with clear ownership, timelines, and executive communications.
- Provided renewal forecasts, market/customer sentiment insights, and pipeline visibility to sales and leadership; identified whitespace opportunities to expand footprint responsibly (value-led expansion).
- Discovered new use cases with customer stakeholders and converted outcomes into success stories/customer references for SAP events – Success Connect, Sapphire, and regional forums.
SENIOR MANAGER, HR TECHNOLOGY & PROCESSES
Larsen & Toubro Technology Services
06.2011 - 12.2014
- The role involves playing a pivotal role in L&T’s HR Digital Transformation initiative, collaborating closely with CHRO & Business Leaders at L&T Technology Services to deliver HR Solutions by successfully managing large-scale projects & implementing new systems, tools, and processes to meet ambitious objectives.
- Played a key role in enterprise HR digital transformation, partnering with CHRO and business leaders to deliver systems, tools, and process improvements tied to business objectives.
- Led complex projects end-to-end, improving legacy processes through analysis, stakeholder alignment, and disciplined execution.
- Spearheaded change-management efforts to migrate from legacy processes to optimized, standardized HR operations, enabling unified analytics for better decision-making.
- Established HR Shared Services and HR Helpdesk to improve user experience, service quality, and operational efficiency.
- Larsen & Toubro Technology Services, as the IT & Engineering Services division and amongst the largest & fastest division of the Indian Conglomerate – L&T Group
CORPORATE IT – SAP HR & APPLICATIONS
SIEMENS IT Solutions & Services
10.2010 - 07.2011
- Program managed all important projects within CIO office for IT workstream with primary focus on HR applications.
- Provided HR consultancy as Business Solutions SME on SAP HR Projects for internal & external customers.
- Serviced Siemens Group customers across India, UK & Europe in SAP HR Application Support Business.
- Successfully accomplished Implementation & Application maintenance services (AMS) Projects
- Project Chess (Siemens IT Solutions Carve-out project from Siemens AG) Success Factors rollout in Siemens Group Company (SIS India)
- SIS Carve out M&A HR Track owner for India & Sri Lanka
- Siemens Information Processing Systems (SIPS) – Learning Management Systems
- SIEMENS Business critical HR Applications interfaces - GID & CHCM
- SAP HR Change Requests Pool (Domestic & Finland Cluster)
- Handled change requests from various customers (Domestic and Finland cluster) in all the modules of SAP HR (PA/OM/Time Management/Travel Management/Payroll) as SAP HR offshore team members
- Involved in Business Unit analytics reports - Employee Life events such as Headcount, Manpower allocations, Confirmation, Attrition etc., and HR initiatives to ensure business continuity
HR BUSINESS PARTNER - EUROPE & UK REGION
Siemens Business Services, Bracknell, UK
Bracknell, UK
09.2005 - 10.2006
- Managed employee lifecycle activities and supported workforce/resource planning across UK & Europe projects.
- Streamlined HR policies and redesigned processes to improve efficiency in recruiting and employee experience.
- Partnered with cross-functional stakeholders, presenting updates in town halls and improving communications across business divisions.
HR MANAGER – CORPORATE
TATA CONSULTANCY SERVICES LTD, India
India
06.2002 - 08.2005
- Led corporate recruitment and employee lifecycle programs; partnered with hiring managers to deliver targeted hiring aligned to business needs.
- Designed and implemented structured interviewing and skill-matching practices; contributed to region-wide recruitment process improvements.
- Co-designed an e-recruitment portal in collaboration with technical teams to improve candidate experience and process efficiency.
- Tata Consultancy Services (TCS) is one of the largest IT services, consulting and business solutions organization partnering with many of the world’s largest businesses operating across 56 countries.
Education
POST GRADUATE IN BUSINESS ADMINISTRATION - HUMAN RESOURCES
Prin. L. N. Welingkar Institute of Mgmt Development & Research
IndiaPOST GRADUATE DIPLOMA - INTERNATIONAL BUSINESS
World Trade Centre
IndiaMASTERS - COMMERCE
University of Bombay
IndiaBACHELORS - COMMERCE
University of Bombay
IndiaSkills
- Embedding AI-driven insights, automation, and advanced analytics into SAP solutions enabling data-led enterprises
- Customer advocacy, Success planning & governance
- Product adoption, value realization, license/usage optimization
- Success Plays / playbooks, scalable customer engagement programs
- Escalation management and cross-functional issue resolution - Support / Product / Delivery
- Use-case discovery, success stories, customer references & advocacy
Certification
- ITIL
- COBIT
- PRINCE 2 PRACTIONER
Languages
English
Native or Bilingual
Hindi
Full Professional
Malayalam
Professional Working
German
Limited Working
French
Elementary
Timeline
Solution Advisory & Alliances - SAP
CelerityHat
03.2026 - Current
BUSINESS PROCESS EXPERT – HUMAN CAPITAL
Skillsfactory.ai
12.2024 - 02.2026
CUSTOMER SUCCESS MANAGER – SAP SUCCESS FACTORS
SAP
01.2015 - 11.2024
SENIOR MANAGER, HR TECHNOLOGY & PROCESSES
Larsen & Toubro Technology Services
06.2011 - 12.2014
CORPORATE IT – SAP HR & APPLICATIONS
SIEMENS IT Solutions & Services
10.2010 - 07.2011
HR BUSINESS PARTNER - EUROPE & UK REGION
Siemens Business Services, Bracknell, UK
09.2005 - 10.2006
HR MANAGER – CORPORATE
TATA CONSULTANCY SERVICES LTD, India
06.2002 - 08.2005
POST GRADUATE DIPLOMA - INTERNATIONAL BUSINESS
World Trade Centre
MASTERS - COMMERCE
University of Bombay
BACHELORS - COMMERCE
University of Bombay
POST GRADUATE IN BUSINESS ADMINISTRATION - HUMAN RESOURCES
Prin. L. N. Welingkar Institute of Mgmt Development & Research