Execution Partner — MSP & Telco — Australia & New Zealand
15% clear profit is the line worth crossing. The MSPs and Telcos who cross it aren't smarter. They execute better.
ZenEdge helps MSP and telco leadership teams instill the operating rhythm that turns plans into margin, accountability, and a business that scales beyond the founder.
The Problem
Most MSP and telco leadership teams know what good looks like. They have read the books. They have attended the events. They know the benchmarks.
The gap is not strategy. It is execution.
In most MSPs at this stage, the founder is still the bottleneck. Too many decisions, escalations, and approvals still depend on one person. The business cannot scale past the operator.
ZenEdge closes the gap between what you know and what you actually deliver. We instill the operating systems that make results repeatable.
The Promise
Cash today. Cash tomorrow. Cash on exit. We instill the system that delivers all three.
Outcomes of the Scaling Up® methodology
Best-in-class MSPs run 19%+ EBITDA, ~2.5× the median on bottom-line profit. 15% clear profit is the line worth crossing.
That is what we fix.
ConnectWise partner? Run the Health Check →
The Four Decisions
The four decisions every Scaling Up business runs on. We work across all four. Execution is where we lead, because it is where most teams break down. Strategy gets set and stalls. Cash targets get named and missed. The daily rhythm that turns decisions into results is the hardest part to hold, and the part we go deepest on.
Leadership capacity, accountability, and the structure to grow beyond the founder.
Clarity on priorities, positioning, and the real constraint to growth.
Where strategy and cash targets turn into delivered results, or stall. The pillar most teams underbuild, and the one ZenEdge is built around.
Stronger margins, healthier cash flow, and room to move.
What We Do
Three service lines. Each one targets a specific layer of the execution problem. You engage where the gap is deepest. What we instill: margin, accountability, operational control.
Coaching, cadence, planning, accountability, and execution rhythm for MSP and telco leadership teams. The operating system that runs the business.
PSA discipline, margin leakage visibility, data quality, workflow control, and reporting foundations. Selective hands-on execution support for clients who need help delivering the operational improvement work.
Operational diagnostic. PSA review. Margin leakage assessment. Where the execution gaps are and what to fix first.
How It Works
A structured path from diagnosis to operational control. Three phases, clear milestones, measurable outcomes.
Phase 0
A working session to identify what is holding the business back and where to start.
Phase I
Three focused sessions to instill the system that makes the business run properly.
Phase II
A consistent cadence of planning, execution, and review that drives measurable performance improvement.
15% clear profit is the line worth crossing.
The MSPs and Telcos who cross it aren't smarter.
They execute better.
Find your starting point
Operational Health Check across seven operational categories. Connects to your ConnectWise environment. Instant score.
ConnectWise PSA (Manage) Health Score
ZenEdge runs silent, read-only checks across seven operational pillars of your ConnectWise PSA (Manage) instance and returns one weighted health score. Connect your credentials, see results in under two minutes — no raw data is ever exposed.
ZenEdge
Sample data — Pixel Perfect IT (demo)
Time & Billing Accuracy (24%) and Pipeline & Opportunity Accuracy (31%) are both performing critically. Combined leakage of 13% is Critical. More than 1 in 8 hours of customer-facing work is not converting to revenue — this is a structural commercial issue. Open opportunities are widely past their close dates. Pipeline is stale and forecast cannot be trusted. The pattern is recoverable — the full report sets out the sequence to close the gaps.
Why ZenEdge
Coaches give you accountability. Consultants give you advice. Benchmarking and peer groups tell you where you sit relative to the industry.
None of them close the gap between knowing and doing.
ZenEdge combines leadership coaching, operational diagnostics, PSA insight, and hands-on execution support. We do not just tell you where the gap is. We work alongside you to close it.
Setting the KPI cadence in a working session.
In the room
KPIs, cadence and accountabilities worked through on the board, not slideware. This is where execution actually shifts.
Not sure where you're leaking?
Sixteen straight questions across team, direction, rhythm, and cash. Instant score out of 80, and where your biggest leak is. No login, no ConnectWise connection needed.
Methodology & Network
ZenEdge delivers execution through the Scaling Up framework — a world-class business operating system used by thousands of growth companies globally. As a Scaling Up coach, Ben brings structured execution methodology that connects strategy to daily operations.
Beyond the framework, ZenEdge works alongside a trusted network of industry specialists so clients get complete coverage across every part of the business.
Sales Team Coaching
Specialist sales coaches who understand the MSP and telco sales motion. Pipeline discipline, quota accountability, and conversion improvement.
Fractional Sales Administration
Sales ops and administration support without the full-time cost. CRM hygiene, quote management, and pipeline reporting done properly.
MSP & Telco Accountants
Specialist accountants who understand MSP and telco financials, recurring revenue models, and how to read the numbers that matter for your sector.
Systems Specialists
Deep expertise across ConnectWise, Autotask, and Xero. Configuration, workflow design, and integration work that actually gets used.
Client Results
Ben played a key role in helping us achieve a 5 percent increase in gross margin across our product portfolio through operational and system improvements, without reducing headcount or cutting expenses.
As Chief Operating Officer, Ben had end-to-end responsibility across the operating environment, including finance processes such as invoicing, billing reconciliation, purchasing, accounts payable, and accounts receivable. He led meaningful improvements across our ConnectWise PSA and CPQ environment, strengthened the integration into Xero, and improved workflows, invoicing accuracy, management reporting, and exception management.
What stood out was Ben's ability to identify the root causes of margin leakage and operational inefficiency, then put the right controls, reporting, and process disciplines in place to address them. This gave us better visibility, reduced unnecessary cost leakage, and improved the consistency of our commercial and billing operations.
Ben combines strong operational leadership with deep systems knowledge and a practical understanding of how to turn process improvement into measurable financial results.
We engaged Ben to help us deliver our ConnectWise CPQ implementation and bring structure to our sales, delivery and finance processes. Before Ben came in, we were working off a manual quoting process supported by a legacy in-house system that was time consuming, inconsistent and difficult to scale. We had missed our original CPQ go-live date and were struggling to close out the remaining work across quoting, procurement, supplier invoice reconciliation and invoicing.
Ben's knowledge of ConnectWise and CPQ allows him to work with our team to drive us towards execution, where he embedded himself in the doing, not just advising. He rebuilt our CPQ approach, provided standardised templates, pricing discipline and vendor pricing integration allowing our team to achieve use of CPQ with accurate quotes in an agreed timeframe. He also mapped our procurement workflows, introduced clearer purchase order methodologies, input to supplier invoice reconciliation and designed custom invoicing for agreement additions, all working us towards our goal of a controlled and scalable finance solution.
To drive accountability, Ben introduced governance including scoreboards, daily stand-ups and weekly check-ins, and moved the project into a live ConnectWise environment, giving us clear visibility of progress. Our teams are now building and reviewing quotes via CPQ, saving hours per day and reducing risk of errors.
Ben combines deep ConnectWise CPQ and PSA expertise with a strong commercial and operational mindset. He understands how systems, pricing and finance come together to drive business outcomes. I would recommend Ben to any telco or MSP who needs support getting their CPQ and PSA environment to an operational state in a timely and professional way.
The finance view after implementation
From a finance perspective, implementing ConnectWise at Telesmart has been a game-changer in very practical ways. Before, we were dealing with fragmented, manual processes that made accuracy and efficiency hard to achieve. Now, with automated workflows, I have far greater confidence in the integrity of our numbers and the consistency of our processes.
Take billing as an example. Previously, we relied heavily on manual interpretation of contracts, which often resulted in missed charges or incorrect invoices. With ConnectWise, invoices are generated directly from the underlying agreements. This has not only reduced errors but also given me assurance that what we bill aligns with what we deliver.
Inventory management has also improved significantly. Now, with ConnectWise linking POs, receiving, and invoicing, we have a single source of truth for inventory. Reliable, up-to-date figures mean we can make better decisions on purchasing — avoiding over-ordering and minimising stock-outs.
Who We Work With
ZenEdge works with MSP and telco businesses ready to put the operating discipline behind their growth. If the business still cannot run without you, this is the fit.
Ready to Scale
Established MSP and telco operators in ANZ who want to grow, and will change how the business runs to get there.
Margin Under Pressure
Revenue growing but profitability not following. Poor pricing discipline or uncontrolled costs.
Founder Dependent
Every decision, escalation and approval still runs through one person.
The business pays in margin. You pay in everything else. Same problem — and the same operating rhythm fixes both.
The costs you track
The costs nobody scorecards
An operating rhythm is not just how the business reaches 15% clear cash profit. It is how you get your evenings back.
About ZenEdge
ZenEdge is built on twenty years inside the businesses we serve. Ben led operations as COO of a NZD 14M ANZ telco. Before that, senior roles in UK telecommunications.
We work alongside MSP and telco leadership teams as a fractional execution partner. Scaling Up framework. Operational diagnostics. PSA insight. A trusted network of industry specialists for the specialised work.
Platform agnostic. Outcome focused. The difference shows in the numbers.
Why I do this: I’ve spent twenty years inside MSPs and telcos and seen what it costs when a business runs on one person’s willpower instead of a system. ZenEdge exists to build the rhythm that sets operators free.
Get Started
A 60-minute call to assess your execution gap and whether ZenEdge is the right fit for your business. We reply within one business day.