Analyst Profile

Patrick J. Sullivan

Patrick J. Sullivan

Research VP

19 years at Gartner ,  18 years industry experience
Boston, MA USA

Roles and Responsibilities

As a practitioner, consultant and manager, Patrick Sullivan has more than 25 years of experience implementing processes and applications to solve business problems. At Gartner, he focuses on consulting and application services with specialization in CRM-related services to integrate and deploy customer experience and CRM solutions. Mr. Sullivan is active in research related to digital business services, bimodal operations and testing services, and he supports application service providers in refining market strategies, competitive positioning and go-to-market models. He joined Gartner in 1999 and is based in Boston, Massachusetts.

Areas of Coverage

  • Outsourcing & IT Services


Previous Experience

Prior to joining Gartner, Mr. Sullivan formed the customer services team and also managed the e-commerce, event registration and contact center as vice president at, a hotel reservation SaaS provider. He was formerly a director at Sybase and held many consulting and product management positions with Bachman Information Systems, Wang Laboratories, and Nolan, Norton & Co.

Professional Background

Nolan, Norton & Co., Consultant, 4 years, VP Customer Services, 2 years
Sybase, Director Sybase Consulting, 4 years


B.S.B., Business/B.S., Psychology - Franklin & Marshall College
M.A., Organizational Development - Rensselaer Polytechnic Institute