VP / SR. DIRECTOR / PROFESSIONAL SERVICES · OPERATIONS · SERVICE DELIVERY

I build, fix, and scale Professional Services organizations.

I build and scale Professional & Client Services organizations that deliver new and existing client implementations, protect ARR, and operate profitably. 18+ years across SaaS, healthcare technology, and global e-commerce, starting in the trenches as a Symantec provisioning analyst and growing into Director-level leadership of multi-region delivery orgs.

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Operator Profile

Currently Sr. Director, Technical Operations & Implementations at Health Precision (Medical Brain). Previously led Implementation Services at Cedar and Professional Services at Pitney Bowes (Formerly Borderfree).

Expertise in:

Building new delivery orgs
Fixing broken implementations
Scaling what’s working
OKR management & team development

I speak engineering, I lead people, and I manage a P&L.

Location NYC

Email Johnathon@JohnathonPasley.com LinkedIn /in/johnathonpasley

Operating Across SaaS eCommerce Healthcare Enterprise PE-backed

01 / SERVICES

What I do.

Three operating modes, one through-line: turning Professional Services into the part of the business that compounds, not the part that bleeds margin.

Build

Stand up Professional Services functions from zero: frameworks, tooling, and the first team.

01New Professional Services organizations
02Implementation frameworks
03Hiring plans & operating cadence
04PSA, time tracking, and capacity systems

Fix

Diagnose and rebuild what is breaking: slow onboarding, blown SLAs, churning clients, burned-out teams.

01Broken delivery models
02Slow onboarding
03Misaligned teams
04Recovery of red-flag accounts

Scale

Codify what works so the next 10x of revenue does not require the next 10x of headcount.

01Playbooks and runbooks
02Forecasting & utilization
03Org design and leveling
04AI-augmented delivery

02 / SIGNATURE ACHIEVEMENTS

Outcomes I’ve owned.

Selected results from the last decade of standing up, repairing, and scaling delivery organizations across SaaS and healthcare technology.

Cedar · Year 1 Hiring

17hires

Hired and onboarded 17 professionals in Year One; built the Cedar Implementation Services org from the ground up.

Cedar · Implementation Timeline

6mo→30d

Cut implementation timelines from 6 months to 30–60 days for select implementation types via a standardized Implementation Playbook and Athena EHR integration patterns.

Pitney Bowes · Concurrency

50+

50+ concurrent client engagements at peak (2016), $50M+ ARR, with no loss in client satisfaction.

Pitney Bowes · Global Team Build

3→30+

Scaled a 3-person NY-based PM team into a global org spanning NA (NYC / Toronto), APAC (Melbourne) and EMEA (London).

Cedar · Delivery Verticals

5+ owned

Director-level leadership across the Cedar “Delivery Success” org: Implementation, TAM, Integration Support, Software Eng, Product Ops, plus OKR management. See all →

03 / CONSULTING

How I engage.

Fractional, embedded, or advisory, sized to the problem. Always operator, never theorist.

Most companies don’t have a strategy problem.
They have an execution problem.

I come in as a hands-on operator: writing the plan, sitting in the standups, taking the hard calls, and leaving behind a team that runs without me. Engagements typically last 3-9 months and are scoped to a clear outcome: a launched org, a fixed delivery model, a 2x in capacity. Not a deck.

Start a Conversation

04 / PROJECTS

Things I’ve built.

Client platforms and AI-powered tools built outside of full-time roles — each one ships and runs in production.

01 ● LIVE

14 Soundview Corp

Cooperative Residence Platform · White Plains, NY

Full-stack resident portal for a 61-unit co-op. AI chatbot, resident request management, shareholder document portal, and unit listings — built with Claude and GPT-4o mini on WordPress.

Claude Design Claude Code WordPress GPT-4o mini

🤖 AI Chatbot 📦 Lost Package 🔧 Service Requests 🚗 Parking 📁 Documents 🏠 Listings

See all projects

04 / WRITING

Field notes.

Operating principles, post-mortems, and frameworks from inside the work.

Delivery Ops 01

Why your implementation takes six months (and how to ship it in thirty days).

A teardown of the four hidden bottlenecks that stretch onboarding, and the operating model that compresses them.

8 min read

Coming Soon

Org Design 02

The first 17 hires for a net-new Professional Services org.

Sequencing matters. The order you hire in determines whether you build a team or a backlog.

6 min read

Coming Soon

AI in Delivery 03

Where AI actually moves the needle in client onboarding.

Forget chatbots. The real leverage is in scoping, configuration, and the silent work no one writes playbooks for.

7 min read

Coming Soon

Healthcare 04

Integrations are not a feature. They are the product.

In healthcare SaaS, your integration roadmap is your customer roadmap. Treat it that way.

9 min read

Coming Soon

I build, fix, and scale Professional Services organizations.

What I do.

Outcomes I’ve owned.

How I engage.

Things I’ve built.

14 Soundview Corp

Field notes.

Why your implementation takes six months (and how to ship it in thirty days).

The first 17 hires for a net-new Professional Services org.

Where AI actually moves the needle in client onboarding.

Integrations are not a feature. They are the product.

Let’s connect.