Ctrl-Alt-Deliver
Ctrl-Alt-Deliver
Podcast Description
Welcome to Ctrl-Alt-Deliver: MSP Service Delivery Mastery, your essential resource for navigating the evolving world of Managed Service Providers
Podcast Insights
Content Themes
The podcast focuses on themes surrounding service delivery in the MSP industry, emphasizing accountability, client experience, and adaptability. Episodes cover topics such as moving beyond traditional SLAs, sustainable growth strategies, and the importance of communication with clients. For example, discussions include TribeTech's innovative client onboarding processes and strategies for mitigating client frustration during tech failures.
Welcome to Ctrl-Alt-Deliver: MSP 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.
Welcome to Ctrl Alt Deliver: MSP Mastery Podcast.
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.
Along the way, we learned something fundamental.
Recurring revenue only works when it’s managed properly.
In this episode, we’re joined by Adam Ross, Co-Founder of CloudOlive and a long-time leader in the MSP ecosystem, with senior roles spanning Autotask, Datto, and now the venture-backed startup world.
Adam has spent more than 15 years working alongside MSPs across Australia, Europe, and globally. Today, through CloudOlive, he has visibility into the billing, licensing, and recurring revenue structures of hundreds of MSPs — and what he sees is both simple and confronting.
What becomes clear in this conversation is that most margin problems don’t explode.
They leak.
We explore:
- Why missing a single license for one month can wipe out six months of margin
- How “homemade” PSA service codes quietly erode profitability
- Why bundling services may simplify invoices but destroys cost visibility
- The hidden risks inside recurring billing processes
- Where automation helps — and where blind automation makes things worse
- Why vendor consolidation and disciplined naming conventions matter more than new tools
- The uncomfortable truth about founder-led growth and client engagement
We also discuss retention discipline, operational maturity, and Nick’s pointed reminder:
“If you are not calling existing customers, you're not calling new customers. Somebody else is calling your customers.”
This episode is not about shiny tools.
It’s about operational clarity.
Margin integrity.
Leadership discipline.
If you are an MSP owner who assumes your recurring revenue is “under control,” this conversation may challenge that assumption — in a constructive way.
Connect with Adam Ross on LinkedIn: https://www.linkedin.com/in/madassor/
Learn more about CloudOlive:
https://www.cloudolive.com/
Listen to this episode and explore more Ctrl Alt Deliver conversations at:
https://www.mspmastery.blog/episodes
Join our Facebook community for MSP owners and leaders:
https://www.facebook.com/groups/192546407744556
Follow MSP Mastery on Instagram:
https://instagram.com/mspmastery
Disclaimer
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