Patrick Delaney Email and Phone Number
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I am an IT Executive with 20 years of experience creating high performing IT service delivery teams with a focus on business engagement, operational efficiencies, service excellence, service design, continual service improvement and customer satisfaction. I’m also an ITIL/ITSM process industry leader with experience implementing, maturing, optimizing and measuring process value of IT to the business. My unique and expansive work history has allowed me to gain experience and skills across industries and specialties including:• Sox Compliance• IT Budgeting & Expense Control• Governance• Project Management• Reducing Cost/Improving Process• ITSM Systems Design/Development• Vendor Negotiations• Strategic Planning• Service Level Agreement DashboardsMy passion is developing service strategies and designs based on customer requirements, building strong customer and team relationships while exceeding customer expectations for delivery and maintenance of IT services. Managing service performance and customer relationships doesn't stop once the service is implemented, you have to have a continual service improvement mindset!
Seneca Gaming Corporation
View- Website:
- senecacasinos.com
- Employees:
- 906
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Director - It OperationsSeneca Gaming Corporation Mar 2020 - PresentDirects the strategic vision for SGC IT Operations including IT Service Management (ITSM) and Data Center Operations) with a focus on operational excellence, process maturity and cost efficient operations. All duties are to be performed within the guidelines of the Seneca Gaming Corporation’s policies and procedures, Internal Control Standards and objectives.
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Operations Support ManagerSeneca Gaming Corporation 2018 - Mar 2020Buffalo/Niagara, New York AreaManage the Customer Care and Operations Support department, 24/7 operations across three locations.
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It ConsultantConsultant 2015 - PresentOrchard Park, New YorkProvide IT Consulting with focus on ITIL/ITSM Processes/Tools and Help Desk/Network/Security Operations for Managed Service Providers (MSP).
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Director - Service DeliveryIt By Design Nov 2017 - May 2018Orchard Park, New YorkDesigned and implemented a depth-in defense cyber solution, which includes proactive vulnerability assessments, SIEM and SOC, Security Awareness and Analytics. Managed over 100 technical staffing engineers in both of our India locations, managed and monitored a $2,400,000 annual operating plan. Oversaw Global Staffing Operations (Chandigarh/Noida) with over 100 billable engineers with $4,200,000 in annual revenue.• Increased profitability on 40 accounts within 90 days, decreased labor cost by 15%, increased average bill rate by 25% and increased gross margin by 20%.• Implemented Career Development Plans: companywide initiative to implement career development plan for all engineers. Improved our bill rate average by promoting 25% of our engineers to the next bill level.• Implemented Top Down Score Cards and Organizational Structure: companywide initiative to create top down scorecards and organizational structure to better align strategic goals from all departments. -
Senior Director - It Client ServicesInteger Holdings Corp. (Formerly Greatbatch Medical) 2016 - 2017Clarence, NyManaged a team of fifty-four IT service delivery professionals across 32 locations, supporting 10,000 employees. Developed, managed and monitored a $6,000,000 annual operating plan. Scoped, developed, implemented, and directed a global client service desk, enterprise personal productivity services and executed an IT Service Management (ITSM) framework. Managed a team that provides global management and services of help desk, desktop support, incident and problem management, and local infrastructure site support. Facilitated focus on high priority projects with governance standards; developed SOP’s around project portfolio to manage implementation into production. Ensured adherence to standards, PMO charters, requirements, project plans, SDLC methodologies, communication plans and documentation. Built a scalable SCCM environment across 5 continents. -
Director-It Client ServicesGreatbatch 2014 - 2016Clarence, New YorkEstablished ITIL/ITSM standards; increased responsiveness, reduced down time and increased customer satisfaction with IT services by implementing ITIL standards for incident, problem, change management and the service desk function. Created SLA dashboards/analytics engine for critical services availability, incident & change management, customer satisfaction, service desk and PMO, to measure against SLA commitments and drive continual service improvements. Implemented ITIL support model structure, career development ladder, which improved IT service delivery, customer satisfaction, strengthened team skills and set performance expectations. Improved operational SOX compliance for user administration (off-boarding tasks) to over 99% within 90 days and continually maintain that metric year over year.
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Senior Director - Tech Care And Client ServicesWindstream Communications 2013 - 2014Amherst, NyFormerly EarthLink Business Solutions.Managed a complex help desk/network operation, managed facilities, business continuity plans, operations and 125 reports. Increased customer base to 1,000 individual Managed Service Providers (MSP) contracts and converted operations into a profit center instead of a cost center. Involved in all aspect of sales and on-boarding processes, each new customer was a separate project to ensure they were on-boarded correctly. Enhanced the on-boarding process for new customers by strengthening the training program, hired and mentored trainers and technical writers. -
Vice President - Service Desk OperationsM&T Bank 2008 - 2013Buffalo/Niagara, New York AreaManaged up to 25 Reports (Service Desk, Incident, Change, Asset & Configuration Managers, Service Desk Analysts and ITSM Ticketing System Administrators). Served as ITIL process owner and provided service desk, incident, problem, change and asset & configuration management. Performed IT governance and project management. Gained experience in data center operations, print distribution, mainframe scheduling, job control language (JCL) and batch processing. Provided multi-divisional collaboration on service level objectives. Effectively managed vendors and negotiated contracts, HP, BMC, CA and EMC. -
Director Of Technical Support / Customer Service And Network OperationsSynergy Global Solutions, Inc. 2005 - 2008Buffalo/Niagara, New York AreaImplemented and managed help desk/network operation structure to a new service offering for Synergy with a staff of 50 IT technicians. Involved in all aspect of sales and on-boarding processes, each new customer was a separate project to ensure they were on-boarded correctly.
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Assistant Vice President - Help Desk OperationsM&T Bank 1983 - 2005Buffalo/Niagara, New York AreaAsst. Vice President - Help Desk Operations (1999 - 2005)Banking Officer - Data Center Shift Operations Manager (1995 - 1999)Print Distribution Manager (1993 - 1995)Production Controller/Operator/ Financial Analyst (1983 - 1993)
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United States Air ForceUnited States Air Force Jan 1979 - Jan 1983Field Maintenance Sqaudron, part of the computer team for that squadron.
Patrick Delaney Skills
Patrick Delaney Education Details
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Computer Information Systems -
Innovation And Change In Organizations
Frequently Asked Questions about Patrick Delaney
What company does Patrick Delaney work for?
Patrick Delaney works for Seneca Gaming Corporation
What is Patrick Delaney's role at the current company?
Patrick Delaney's current role is Director - IT Operations at Seneca Gaming Corporation.
What is Patrick Delaney's email address?
Patrick Delaney's email address is pd****@****tch.com
What is Patrick Delaney's direct phone number?
Patrick Delaney's direct phone number is +171666*****
What schools did Patrick Delaney attend?
Patrick Delaney attended Medaille College, Vanderbilt University.
What are some of Patrick Delaney's interests?
Patrick Delaney has interest in Family, Golf, Dogs And Exercise Are My Passions.
What skills is Patrick Delaney known for?
Patrick Delaney has skills like It Management, Itil, Itsm, Change Management, Call Centers, Operations Management, Customer Service, Incident Management, Vendor Management, Data Center, Disaster Recovery, Business Analysis.
Who are Patrick Delaney's colleagues?
Patrick Delaney's colleagues are Brian Sykes, Marc Papaj, Mba, Angel Archambault, Brianna Price, Brittany Smith, Garth Anderson, The Holy Grail.
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Patrick Delaney
Managing Director, Investment Operations And Implementation At Rwjbarnabas HealthNew York, Ny3gmail.com, nyu.edu, nyu.edu -
Patrick Delaney
Chicago, Il -
Patrick Delaney
Brentwood, Tn3fticonsulting.com, amsurg.com, vanderbilt.edu -
Patrick Delaney
Washington Dc-Baltimore Area9gmail.com, house.gov, gmail.com, alltel.net, kruseandpartners.com, soy.org, unitedfresh.org, gordley.com, blumenthal.senate.gov3 +120230XXXXX
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