MSP Service Delivery Mastery: Ctrl-Alt-Deliver

Jeni Clift, Nick Clift
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Welcome to Ctrl-Alt-Deliver: MSP Service Delivery Mastery — the podcast for IT leaders, MSP owners, and service delivery professionals who want to elevate performance, improve processes, and stay ahead in the fast-changing managed services landscape.

  1. 5D AGO

    Delano Collins: Why MSP Service Shouldn’t Depend on Geography

    Welcome to Ctrl-Alt-Deliver: MSP Service Delivery Mastery. I’m Jeni Clift, joined by my husband and business partner Nick. Together, we spent nearly 30 years building, scaling, and eventually exiting our own MSP business. And here’s what we learned along the way:  Great service delivery isn’t defined by tools or technology alone — it’s built on clarity, communication, leadership, and people who understand how to deliver value consistently. In this episode, we’re joined by Delano Collins, Chief Operating Officer at Electronic Office, and a seasoned MSP and cybersecurity leader with more than 25 years in the industry. Delano brings a rare perspective shaped by every angle of the MSP ecosystem — from early break-fix days, to scaling large MSP operations, to vendor-side experience at ConnectWise, and now executive leadership overseeing modern service delivery at scale. Throughout the conversation, Delano challenges some of the most common assumptions MSPs still hold — particularly the idea that great service depends on being physically onsite. Instead, he makes a compelling case for designing services that work anywhere, without losing the human connection customers value most. Delano shares practical insights on leadership, operations, communication, and the role AI must play in modern service delivery — not as a replacement for people, but as a way to protect customer experience, consistency, and margin. This is an episode for MSP leaders who want to scale without becoming reactive, impersonal, or overly dependent on heroics. In this episode, we talk about: Why great MSP service should not depend on physical presenceDesigning service delivery models that work anywhereDelano’s journey from break-fix IT to COO of a modern MSPThe transition from CIO to COO — and why operations is where everything meetsWhy MSPs are customer service businesses firstThe importance of communication over metrics aloneAsking the simplest question that reveals the most: “How are we doing?”Creating healthy friction to surface service issues earlyWhy progress matters more than perfection in leadershipCoaching teams under pressure and building trust when mistakes happenHow AI can help prevent service failures before CSAT dropsUsing dashboards, automation, and data to improve accountability — not micromanageWhy MSPs must stop thinking they are geographically “landlocked”How consistent service delivery creates stronger customer relationshipsDelano’s personal story — and the experiences that shaped how he leads todayDelano’s insights are grounded, honest, and deeply relevant for MSPs navigating growth, complexity, and change. If you’re serious about building service delivery that scales — without losing trust, judgement, or humanity — this episode will challenge how you think about your business. 🔗 Connect with Delano Collins 👉 Follow Delano Collins on LinkedIn: https://www.linkedin.com/in/delanocollins/ 👉 Learn more about Electronic Office: https://www.electronicoffice.net/ 🎧 More Ctrl-Alt-Deliver episodes: https://www.ctrl-alt-deliver.blog/episodes

    39 min

  2. DEC 12

    Empowerment, AI, and the Future of Service Delivery with Patrick Burns

    Welcome to Ctrl-Alt-Deliver: MSP Service Delivery Mastery. I’m Jeni Clift, joined by my husband and business partner Nick. Together, we’ve spent nearly 30 years building, scaling, and eventually exiting our own MSP business. And here’s what we’ve learned along the way: Great service delivery is built on clarity, consistency, human connection — and leaders who know how to empower their teams. In this episode, we’re joined by Patrick Burns, CEO of Dispatch, former SVP of Product at ClickSoftware, and a key figure in shaping how MSPs and service organisations work at scale during his 11 years at Autotask. Patrick brings a perspective few leaders have — decades spent building platforms that support thousands of service teams, combined with deep experience navigating the evolution from high-touch personal service to modern, scalable service delivery. He shares insights that are practical, honest, and deeply relevant to MSPs right now. Patrick talks about what real empowerment looks like on the frontline, why rigid policies kill customer experience, and how AI is reshaping the future of service delivery (but only for those who know how to use it). His leadership lessons come not from theory, but from years spent listening to customers, building teams, and developing products used by MSPs around the world. This is the episode for every MSP leader who wants to scale without losing the humanity, trust, and judgement that great service is built on. In this episode, we talked about:The early days of Autotask and the insights that still apply to MSPs todayWhy platforms succeed when they stay close to customersPatrick’s philosophy on policies: “They should guide — not restrict.”Why empowered frontline teams deliver better service than any rulebookHow AI will reshape service — and why it will replace people who don’t use itLessons from scaling SaaS products used by thousands of MSPsWhat MSPs misunderstand about flexibility, configurability, and “best of breed” toolsThe difference between agility (enterprise) and flexibility (SMB/MSP)Why understanding your data is non-negotiable for future successThe hidden power of customer relationships — and why great salespeople create customers who feel they made the best decision of their livesWhat Zappos taught the world about exceptional customer servicePatrick’s personal journey: from the dawn of the internet to leading a modern service platform at DispatchPatrick’s stories, insights, and leadership lessons will challenge the way you think about service delivery — and might just reshape how you lead your team. 🔗 Connect with Patrick Burns👉 Follow Patrick Burns on LinkedIn: https://www.linkedin.com/in/patrick-burns-b7649a1b/ 👉 Explore Dispatch: https://www.dispatch.me 🎧 More episodes: https://www.ctrl-alt-deliver.blog/episodes

    49 min

  3. DEC 5

    techENVY’s Growth Playbook: Clarity, Consistency & Customer Experience with Anthony Quaresima

    Welcome to Ctrl-Alt-Deliver: MSP Service Delivery Mastery. I’m Jeni Clift, joined by my husband and business partner Nick. Together, we’ve spent nearly 30 years building, scaling, and eventually exiting our own MSP business. And one thing has become clear along the way:  Delivering great service isn’t just about technical capability, it’s about clarity, consistency, and building relationships that actually mean something. In this episode, we’re joined by Anthony Quaresima, Founder and Managing Director of techENVY, and a seasoned MSP leader with more than 20 years in the industry. Anthony brings a rare dual perspective: the depth of someone who spent decades working inside a fast-growing MSP, and the hunger of a founder who built his own business from the ground up. His insights are honest, practical, and exactly what modern MSPs need to hear. Anthony talks about what most MSPs overlook when scaling, why minimum standards matter more than ever, and how to create a customer experience that feels proactive instead of reactive. This is the episode for every MSP leader who wants to build something sustainable, not just big. In this episode, we talked about: The reality of starting a new MSP today (and why the hardest part isn’t technical)How Anthony rebuilt his entire operational foundation from scratchWhy “personable beats technical” every single timeSetting minimum standards & protecting client relationshipsThe debate between contracts vs. no lock-ins — and which path he choseWhy MSP founders must decide what they don’t do just as much as what they doThe mindset shift from employee to owner — and why it changes everythingHow techENVY uses structure, clarity, and consistent delivery to scale sustainablyAnthony’s journey — from IT shop work experience to leading a modern, fast-growing MSP — is filled with lessons, laughs, and the kind of honesty that makes every MSP rethink their foundations. 👉 Follow Anthony Quaresima on LinkedIn: https://www.linkedin.com/in/aquaresima/ 👉 Follow techENVY on LinkedIn: https://www.linkedin.com/company/techenvy/ 🌐 Visit techENVY: https://www.techenvy.com.au 🎧 Explore more Ctrl-Alt-Deliver episodes: https://www.ctrl-alt-deliver.blog/episodes

    41 min

  4. NOV 24

    Amy Babinchak on Conversations, Clients, and the Coming AI Wave

    Welcome to Ctrl-Alt-Deliver: MSP Service Delivery Mastery. I’m Jeni Clift, joined by my husband and business partner Nick. Together, we’ve spent nearly 30 years building, scaling, and eventually exiting our own MSP business. And one thing became clear along the way: Delivering great service isn’t just about the tools you use — it’s about curiosity, communication, and understanding the people behind every issue. In this episode, we’re joined by Amy Babinchak — a Microsoft MVP (18 times over), former MSP owner, industry educator, and one of the most trusted voices in the service provider community. Amy brings a sharp perspective and a whole lot of heart as she shares what too many MSPs are missing: meaningful conversations with clients. Why? Because without them, we can’t be proactive. We can’t lead. And we certainly can’t build the kind of trust that keeps clients around. 👉 This is the conversation every MSP leader needs to hear — whether you’re just starting out or wondering what comes after the exit. 💡 In this episode we talked about: Why so many MSPs fail to really talk to their clients (and what it’s costing them)How AI opens the door to deeper, more strategic conversationsWhat no one tells you about selling your MSP — until you do itThe difference between “supporting the issue” and supporting the personLetting go of vanity metrics and showing up where it really mattersWhy trust looks like being invited to the client’s Christmas partyAmy’s story — from burnout to business builder to industry mentor — is packed with lessons, laughs, and the kind of wisdom that sticks with you. 👉 Follow Amy Babinchak on LinkedIn: https://www.linkedin.com/in/amybabinchak/ 🌐 Learn more about Third Tier: https://www.thirdtier.net/ 🎧 Explore more Ctrl-Alt-Deliver episodes: https://www.ctrl-alt-deliver.blog/episodes

    44 min

  5. NOV 20

    The Customer’s Customer: Guy Newton on Service That Actually Matters

    Welcome to Ctrl-Alt-Deliver: MSP Service Delivery Mastery. I’m Jeni Clift, joined by my husband and business partner Nick. Together, we’ve spent nearly 30 years building, scaling, and eventually exiting our own MSP business. And one thing became clear along the way:  Delivering great service isn’t just about the tools you use — it’s about curiosity, communication, and understanding the people behind every issue. In this episode, we’re joined by Guy Newton — a leader who has worked across every corner of the technology world: break-fix, local government, MSP leadership, and now Salesforce project delivery at SalesFix. Across all of it, Guy has carried one philosophy: 👉 Ask questions first. Understand deeply. Serve beyond the ticket. It’s this mindset that shaped his career — and transformed how he thinks about customers, teams, and the real impact of service. 💡 In this episode: Why curiosity is the most underrated skill in service deliveryThe mindset shift from “fixing problems” to supporting the customer’s customerSetting expectations before they’re set for youThe human layer behind every ticket (and why empathy still wins)Leadership lessons from MSPs, government, and project deliveryHow asking better questions leads to better outcomes — every timeGuy’s story is proof that when you slow down, stay curious, and truly understand the people you’re serving, you create service experiences that go far beyond the technical fix. 👉 Follow Guy Newton on LinkedIn: https://www.linkedin.com/in/guy-newton-72697b113/ 🌐 Learn more about SalesFix: https://www.salesfix.com.au/ 🎧 Explore more Ctrl-Alt-Deliver episodes: https://www.ctrl-alt-deliver.blog/episodes

    31 min

  6. NOV 10

    Leading Together — Anna & Liam Furlong on Business, Balance, and Empathy

    Welcome to Ctrl-Alt-Deliver: MSP Service Delivery Mastery. I’m Jeni Clift, joined by my husband and business partner Nick. Together, we’ve spent nearly 30 years building, scaling, and eventually exiting our own MSP business. We learned that delivering great service isn’t just about technology — it’s about people, culture, and how you lead when things get tough. In this episode, we’re joined by Anna and Liam Furlong, the husband-and-wife duo behind The Virtual IT Department — an MSP built on empathy, trust, and shared leadership. Together, they’ve navigated business growth, an acquisition, and the challenges of leading a team while raising a family — all while staying true to their values and to each other. 💡 In this episode: How empathy and authenticity became their customer-service superpowerHiring for heart — “the stripes on the tiger, not the tricks they can pull”Creating culture that celebrates people, not just performanceTackling tough client moments with honesty and careThe reality (and reward) of building a business with your partnerAnna and Liam’s story is proof that when you lead with purpose, put people first, and share the load, you can build not just a successful MSP — but a partnership that lasts. 👉 Follow Anna & Liam Furlong on LinkedIn 🌐 Learn more about The Virtual IT Department: https://itdepartment.com.au/ 🎧 Explore more Ctrl-Alt-Deliver episodes: https://www.ctrl-alt-deliver.blog/episodes

    41 min

  7. NOV 3

    Kultar Khatra: Leading with Empathy and Calm Leadership

    Welcome to Ctrl-Alt-Deliver: MSP Service Delivery Mastery. I’m Jeni Clift, joined by my husband and business partner Nick. Together, we’ve spent nearly 30 years building, scaling, and eventually exiting our own MSP business. We learned that delivering great service isn’t just about technology — it’s about people, culture, and how you lead when things get tough. In this episode, we’re joined by Kultar Khatra, who’s taken a unique journey through the MSP world. Starting out on the vendor side, Kultar helped service providers grow and succeed before stepping into MSP ownership himself. That shift gave him a fresh perspective on what real partnership and great service look like from both sides of the channel. Kultar shares how empathy, calm leadership, and a clear sense of purpose have shaped his team culture at Crash Technology — and how helping his people understand why they do what they do has transformed the way they serve clients. Here’s what we cover in this episode:  💡 How empathy and accountability drive stronger customer relationships  💡 Why helping your team understand the why changes everything 💡 The power of staying calm, clear, and connected under pressure 💡 What true vendor-MSP partnerships look like when built on trust and care Whether you’re leading a growing MSP or managing a service team, this episode will inspire you to slow down, lead with empathy, and build a culture that truly connects. 🎧 Explore other Ctrl-Alt-Deliver episodes: https://www.ctrl-alt-deliver.blog/episodes                                                                                                          🔗 Follow Kultar Khatra on LinkedIn: https://www.linkedin.com/in/kultarkhatra 🌐 Visit Crash Technology: https://www.crashtechnology.com.au/

    37 min

  8. OCT 27

    Reflections on Service Delivery: Nick & Jeni Clift on Lessons That Shaped Ctrl-Alt-Deliver

    Welcome to Ctrl-Alt-Deliver: MSP Service Delivery Mastery. I’m Jeni Clift, joined by my husband and longtime business partner, Nick. Together, we’ve spent nearly 30 years building, scaling, and eventually exiting our own MSP business. This episode is a little different — it’s just the two of us behind the microphones.  We’ve revisited some of our favourite Ctrl-Alt-Deliver conversations and unpacked the big ideas that truly stuck with us — the lessons that continue to shape how we help MSPs strengthen their operations and elevate client experience. Here’s what we explore together: 💡 The hidden cost of overwork — and why timesheet transparency builds trust. 💡 Why the best MSPs act like a farm shop, not a supermarket. 💡 How aligning marketing promises with delivery creates genuine client loyalty. 💡 What really makes an acquisition work — from people to process to purpose. It’s an open, honest look at the realities of growing a service-focused business and the habits that make lasting success possible. 🎧 Listen to other Ctrl-Alt-Deliver episodes: https://www.ctrl-alt-deliver.blog/episodes 👉 Connect with Nick Clift on LinkedIn: https://www.linkedin.com/in/nick-clift-mspcoach-mentor-eosintegrator/                                                                                    🌐 Learn more and master your MSP: https://www.tenassia.com

    38 min
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Welcome to Ctrl-Alt-Deliver: MSP Service Delivery Mastery — the podcast for IT leaders, MSP owners, and service delivery professionals who want to elevate performance, improve processes, and stay ahead in the fast-changing managed services landscape.

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