Beyond Busy: Real Service Delivery Lessons with Brendan Rose

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.

We learned along the way that real success isn’t just about the tools you use or the tech you know.
It’s about how you deliver: building accountable teams, creating consistent client experiences, and staying adaptable — even when the industry keeps changing.

For our very first episode, we wanted to open up the kinds of conversations we wish we heard more of: honest, practical, no-nonsense advice from people who’ve truly been there.

So we sat down with Brendan Rose from Morphability — someone who’s seen the MSP world from every angle: starting out as employee #6 in a fast-growing MSP, working his way through roles from service manager to COO, and now helping other MSPs grow smarter (and saner).

Here’s what we covered together:
✅ Why engineers closing tickets silently can quietly damage client trust — and the simple fix Brendan swears by: pick up the phone
✅ How under-reporting time doesn’t just mess up your numbers — it hides the true cost, blocks your growth, and keeps your business stuck
✅ Practical tips for balancing day-to-day “busyness” with planning for the bigger clients and challenges you don’t have yet
✅ Brendan’s hero stories, lessons learned, and what he’d do differently if he built an MSP from scratch today

We created this podcast to have real conversations — not just about what’s shiny and new, but about what actually works to build sustainable, client-focused service delivery.

So wherever you’re listening from — in the car, between client visits, or on your morning walk — hit subscribe or follow so you don’t miss an episode of Ctrl-Alt-Deliver.

We’re really glad you’re here.
And we hope you enjoy Brendan’s insights as much as we did.