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.

Along the way, we learned something critical.
Great service delivery isn’t defined by tools, frameworks, or certifications.
It’s defined by how you lead when things go wrong.

In this episode, we’re joined by Mitchell Colton, Managing Director of Colton Computer Technologies, and a highly respected MSP leader who has lived through one of the most challenging situations an MSP can face.

Mitchell shares a candid, firsthand account of navigating a major third-party data breach that impacted one hundred and thirty eight client organisations. The breach wasn’t caused by his business, but the responsibility, pressure, and consequences landed squarely with him and his team.

What stands out in this conversation is not the technical response, it’s the human one.

We talk about the emotional weight of leading through uncertainty, the reality that incidents become long marathons rather than short sprints, and why calm, structured leadership matters more than speed. Mitchell explains how clear roles, simple checklists, and early, consistent communication helped steady both clients and staff during months of ongoing investigation and regulatory oversight.

Mitchell also shares hard-earned lessons about cyber insurance, incident response readiness, and the importance of building trusted relationships with brokers, lawyers, and advisors before you need them. He challenges MSPs to rethink how prepared they really are for incidents that are out of their control — and the hidden business impact that follows long after the headlines fade.

Throughout the episode, we explore the often-unspoken reality of MSP leadership.
The responsibility of holding sensitive data.
The reputational risk carried on behalf of clients.
And the quiet toll incidents take on founders, leaders, and teams.

This is an honest and deeply practical conversation about leadership under pressure, trust built through clarity, and what it really means to show up for clients and people when the stakes are highest.

If you are an MSP owner, leader, or service delivery professional responsible for client trust, risk management, and team wellbeing, this episode is essential listening.

Listen to this episode and explore more Ctrl Alt Deliver conversations at
https://www.ctrl-alt-deliver.blog/episodes

Explore more about Mitchell Colton and Colton Computer Technologies
https://coltoncomputers.com.au/