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. 4D AGO

    Are You Still Waking Up With the Same Energy? with Zhaun Bhana

    Welcome to Ctrl Alt Deliver: MSP Service Delivery Mastery. I’m Jeni Clift, joined by my husband and business partner Nick Clift. Together, we spent nearly 30 years building, scaling, and eventually exiting our own MSP business. Over that time, we learned something fundamental.  Great service delivery isn’t just about technology or growth. It’s about leadership, clarity, and knowing when it’s time to evolve. In this episode, we’re joined by Zhaun Bhana, a long time MSP leader who spent more than two decades building Leap Consulting into one of Perth’s standout MSPs before stepping into his next chapter in the industry. Zhaun has lived the full MSP journey from scaling and mergers to ownership stress to exit and life after the business. Today, he works closely with MSP owners across Australia, New Zealand, and globally, helping them navigate growth, consolidation, and transition with clarity and perspective. In this conversation, Zhaun challenges MSP leaders to ask a question many avoid.  Are you still waking up with the same energy you had five years ago? We explore founder burnout, identity, and the hidden danger of staying in a business out of obligation rather than purpose. Zhaun shares why value breaks down when customers can’t clearly see differentiation, why MSPs that look the same end up competing on price, and why innovation that looks identical isn’t innovation at all. We also unpack what really goes wrong during MSP acquisitions, why the second acquisition is often the most dangerous, and how customer experience is shaped far more by relationships and communication than by tools or contracts. This episode is a candid, human conversation about leadership energy, value creation, and what it really means to lead an MSP through change, whether that change is growth, consolidation, or deciding what comes next. If you’re an MSP owner questioning your direction, your energy, or your long term path, this conversation will resonate. Listen to this episode and explore more Ctrl-Alt-Deliver conversations at https://www.ctrl-alt-deliver.blog/episodes Explore more about Zhaun Bhana Learn more about Evergreen and MSP M and A insights https://www.evergreensg.com/

    53 min

  2. JAN 12

    Karl Palachuk on Trust, Loyalty, and The Christmas Party Test

    Welcome to Ctrl-Alt-Deliver: MSP Service Delivery Mastery. I’m Jeni Clift, joined by my husband and business partner Nick Clift. Together, we spent nearly 30 years building, scaling, and eventually exiting our own MSP business. Over that time, we learned something fundamental:  Great service delivery isn’t built on tools alone. It’s built on trust, consistency, and relationships that last. In this episode, we’re joined by Karl Palachuk ,one of the original architects of the managed services model and a trusted voice in the MSP industry for nearly three decades. Karl has built and sold MSPs, advised thousands of service providers, and written more than 25 books on how to deliver IT services in a way that is profitable, predictable, and sustainable. Long before “MSP” became a buzzword, Karl was helping the industry define what good service delivery actually looks like. In this conversation, Karl reminds us that MSPs don’t do business with contracts or technology, we do business with human beings. We talk about why the strongest client relationships are built on genuine connection, why the best clients actually want you to succeed, and why loyalty isn’t created through heroics, but through consistency and trust over time. Karl shares why customer service should never be a department, why process and discipline protect relationships, and why managed services remain the foundation that allows MSPs to evolve — even as AI, cloud, and new technologies continue to emerge. And yes, we talk about the ultimate test of service delivery success: knowing you’re in the right place when you’re invited to the Christmas party. This episode is a reminder that while technology continues to change, the fundamentals of service delivery do not. If you want clients who stay, teams who thrive, and a business that lasts, this conversation will resonate. Listen to this episode and explore more Ctrl-Alt-Deliver conversations at: https://www.ctrl-alt-deliver.blog/episodes Explore more from Karl Palachuk Learn more about Karl’s work and access his books and resources: https://store.smallbizthoughts.com/ Discover Relax, Focus, Succeed: https://relaxfocussucceed.com/ Listen to The Killing IT Podcast: https://podcasts.apple.com/au/podcast/the-killing-it-podcast/id1463295432

    50 min

  3. JAN 5

    A Deep Dive with Jeni and Nick on Transparency, Focus, and Trust

    Welcome to Ctrl-Alt-Deliver: MSP Service Delivery Mastery. I’m Jeni Clift, joined by my husband and business partner Nick Clift. 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 about working harder or being more reactive. It’s built on visibility, discipline, focus, and leaders who understand how to balance people, process, and customer expectations. This episode is a little different. It’s just Nick and me behind the microphones. In this Deep Dive, we reflect on key moments from past Ctrl-Alt-Deliver conversations and unpack the ideas that made us stop and rethink how service delivery really works inside an MSP. We talk openly about the hidden cost of poor time visibility, why overwork often goes unnoticed until it becomes resentment, and why technicians should never be left to decide what is or isn’t billable. We explore how lack of focus creates complexity, slows delivery, and damages customer trust. We also dive into why marketing often fails MSPs when it isn’t aligned with real delivery experience, and how testing your own business as a customer can reveal gaps no dashboard ever will. Throughout the episode, we share real stories from our own MSP journey, including mistakes we made, lessons learned the hard way, and the changes that had the biggest impact on service consistency, team wellbeing, and client relationships. This is an honest, practical conversation for MSP leaders who want to improve service delivery without relying on heroics, burning out their teams, or overpromising to clients. In this episode, we talk about:  Why transparency around time and capacity protects both teams and clientsThe real cost of overwork and why it often goes unseen Why technicians should never decide what gets billedHow focus and standardisation improve service qualityWhy MSPs cannot be everything to everyoneThe danger of marketing that promises more than delivery can supportHow to test your own MSP as a customerWhy collaboration and partnerships matter more than everLessons learned from projects that blew out and acquisitions that didn’t go to planWhat we would do differently if we were building an MSP todayIf you’re serious about strengthening service delivery, building trust with your clients, and creating a business that scales without chaos, this Deep Dive will resonate. Listen to this episode and explore more Ctrl-Alt-Deliver conversations at https://www.ctrl-alt-deliver.blog/episodes

    50 min

  4. 12/19/2025

    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

  5. 12/12/2025

    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

  6. 12/05/2025

    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

  7. 11/24/2025

    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

  8. 11/20/2025

    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
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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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