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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Johnathon Pasley
Operating Across
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.

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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
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61Residences
8Features
AIPowered
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LET’S WORK

Need structure without slowing your company down?

If your delivery org is the bottleneck, or about to become one, let’s talk. Most engagements start with a 30-minute working session, no deck, no pitch.

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Based inNYC
Engagements2026