marcus darbyshire€¦ · marcus darbyshire 1 marcus darbyshire a leading-edge, well-connected it...
TRANSCRIPT
Marcus Darbyshire 1
Marcus Darbyshire
A leading-edge, well-connected IT executive with a 15 year track
record of leading high-performance teams with an obsession on
delivering cost-effective industry-leading IT solutions for his 1000+
customers. He achieves this through developing a culture of:
Innovative technology vision
Hiring talent and coaching for results
Balanced IT governance and service excellence
Marcus Darbyshire 2
“I not only use all the brains that I
have, but all that I can borrow.”
Woodrow Wilson
Marcus Darbyshire 3
UNIQUE VALUE PROPOSITION
I'm a driven IT leader with 15 years experience managing teams of developers and technical
professionals. I'm a practical, results-driven person with a passion for strategic IT alignment,
continuous improvement and commercial outcomes. As CIO I have delivered reliable IT operations
and successful IT projects whilst engaging my clients with innovative technology solutions, strategic
planning and effective IT governance. I can demonstrate a long history of client satisfaction,
continuous improvement and cost reduction while helping my company lead the utilities sector in its
performance and technology adoption.
I have demonstrated experience in leading project office and technical support teams to deliver on
promises while reducing complexity, costs and duplication. I have developed innovative ways to
engage the business and promote the services/ success stories both internally and externally.
CAREER SUMMARY
South East Water
CIO, Strategic planning and execution, 50+ team leadership, Executive advisor,
$15m p.a. budget management, IT portfolio governance, Vic. Water IT convenor.
Melbourne Water
IT network management, Contract management (IT support), Project
management, Management accounting, Treasury, Performance reporting,
Outplacement.
Mornington Peninsula & District Water Board
Industrial relations, Recruitment, Organisational development, Training
programs, Outplacement, HR administration.
Menzies at Rialto Hotel
Food and beverage purchasing, inventory management, Bar & nightclub
management.
Marcus Darbyshire 4
EXPERIENCE
Chief Information Officer - South East Water
June 2004 – Present (6+ years)
Key Responsibilities
Lead teams of 50+ IT professionals servicing 1000+ clients across multiple sites in ANZ
Successfully developed Board-endorsed IT strategies and delivered vast majority of projects on
time, under budget
Manage $8m Opex budget and $9m Capex portfolio annually
Chair IT Steering Committee & regularly present to Executive and Board
Currently advising on $2m ERP replacement and $2m CRM implementations
Key Achievements
Negotiated significant savings on key supplier contracts, delivering 5-10 % p.a. reduction in IT
Opex while improving internal service levels
Developed company’s award winning social media strategy
Benchmarked by Ernst & Young as the most cost effective Metro water utility (Up to 40% more
cost effective than my competitors, with better service levels and higher customer satisfaction)
Drove an Enterprise PMO – IT now manages 80% of corporate projects
Developed team’s technical capability (ITIL, Project Mgt Diploma, Vendor certifications)
Regularly present company’s IT achievements at technology conferences, industry forums and in
media such as CIO Magazine, Australian Financial Review, Business Data Strategy and ZDNet.
Developed IT cost chargeback model for business units driving enterprise IT costs down by 10%
Sponsored Major IT project successes, including:
$4m Mobile workforce solution
$3m Billing system & storage platform replacement
$1m Green IT Program (Server Virtualisation, Smart Printing)
$1m SharePoint Web platform - see Microsoft/South East Water Promotional Video
$1m IP Tel & Unified Communications
$0.5m Enterprise Content Mgt platform
Redesigned and outsourced Network management saving $200k p.a.
4 major office and Disaster Recovery Site IT fit-outs
$1m Enterprise IT Architecture & Information Management programs improving data quality
and reducing application integration costs by $500k p.a.
Marcus Darbyshire 5
EXPERIENCE CONTINUED
IT Operations Manager - South East Water
August 1998 – May 2004 (5 years 10 months)
Key Responsibilities
Manage 15 technical staff, 80 Windows Servers, 10 Sun Servers, IT & DR facilities & 600 PC’s
Key Achievements
Implemented ITIL-based systems, e.g. IT Service desk, Incident and Change management
Regularly exceeded IT service levels by 20% while reducing operating costs by 5-10%
Implemented Windows 2000 & XP Standard Operating Environments for 600 PC’s
Co-developed Corporate IT Strategy and Information architecture design
Developed Information Security Policies, IT Infrastructure standards and IT SLA’s
Implemented multiple security systems (Firewalls, IDS, Two-factor authentication, SSL VPN,
Email and Web Content Filtering systems)
Implemented 100 Blackberry’s, Internet web site, $500k SCADA upgrades
Managed outsourcing agreements for Network, Database Management & A/H service desk
IT Project Manager - South East Water
August 1997 – August 1998 (1 year 1 month)
Key Achievements
Project managed relocation of $2m voice/data comms & PC’s from 7 offices to new head office
Project managed industry-first mobile wireless field service management system
implementation saving $400k p.a.
Upgraded critical Field service management system to VB6 and SQL Server 6.5
Created corporate Intranet platform and style design
IT, Finance & HR roles - Melbourne Water
March 1993 – July 1997 (4 years 4 months)
IT Network administrator, Support team leader (4 staff)
Business Planner/ Treasury officer, administering $300m investments p.a.
HR Officer - Outplacement Services, Training and Development for 1400 staff
HR Officer - Mornington Peninsula & District Water Board
June 1989 – February 1993 (3 years 9 months)
Recruitment, Industrial Relations, Training and Development for 450 staff
Recruited 100+ employees and negotiated 2 Federal Award agreements at IRC
Marcus Darbyshire 6
EDUCATION
Monash University - Bachelor Business (Management) 1991 – 1996
Completed Bachelor of Business (Management) part-time over six years
receiving distinctions in Management, Operating Systems and Accounting, and
high distinctions in IT and Quality Management.
Mornington High School, Victoria 1980 – 1985
High School Certificate (English, Accounting, Economics, Politics, History)
TRAINING
Gartner Executive Programs
An exclusive forum for CIO’s to network and connect with
international IT analysts
2004-10
Australian Institute of Management – Accounting
Financial reporting and analysis, annual report
interpretation, taxation issues, company law
2008
Sales Support Program
Lead generations, understanding the customer
environment, managing opportunities, gaining access and
interest, handling objections and gaining commitments
2007
Melbourne Business School Leadership program
Leadership theory fundamentals and practical exercises,
interventions and motivational techniques
2004
ITIL Fundamentals Foundation Certificate
3 day examinable certificate in the international standard
for IT Service Management
2003
Advanced Diploma in Project Management
Six month course in Project Management theory with
demonstrated practical evidence in major projects
2002
Microsoft Certified Systems Engineer
Comprised six Microsoft certified professional exams
covering operating systems, networking and database
technology
1999
Marcus Darbyshire 7
TECHNOLOGY PLATFORMS MANAGED
Operating Systems & Virtualisation
Platforms
Windows XP, Windows 7, Solaris Unix, Win Server
2003/2008, VMware vSphere 4
Database Management Systems MS Access, Microsoft SQL Server 2005/2008, Oracle 10,
Progress Openedge 10
Enterprise Systems MS Project Server 2007, Primavera, MS Dynamics CRM
4, Avaya Contact Centre, Intergraph GIS, MS Exchange
Server 2007, FinanceOne
Enterprise Hardware Cisco, HP, Sun, Canon
Information Security Juniper, Checkpoint, McAfee, Websense
Content Management System Platforms SharePoint Server 2007, OpenText Livelink 9.7
Middleware & integration BizTalk 2006; TIBCO Business Works, SQL Integration
Services, XML Web services
Software Development Tools Visual Studio Team System 2008/2010, Visual Source
Safe, TestTrack Pro
Programming Languages NET 3.5 (ASP.NET, VB.NET), Web Services, Visual Basic
6.0, SQL, HTML
Business Intelligence SAP/Business Objects, MS SQL Reporting Services
Office Productivity MS Office 2007, Visio, MS Project Pro
Marcus Darbyshire 8
GROUPS AND ASSOCIATIONS
Gartner EXP Program
Gartner Executive Programs comprises exclusive, membership-based
organizations of 3,700 CIOs and IT executives worldwide. Members
enjoy Gartner Service delivered in their context, actionable insight and
resources focused on CIO-level challenges, and the shared knowledge of
peer communities both inside and outside their industries.
CIO Executive Council
The CIO Executive Council is a global community comprised of hundreds
of the world's leading chief information officers who together form the
most unbiased and reality-tested peer-advisory resource available to
the profession.
Coalface Community
The Coalface Community provides a series of regular, structured, CIO &
executive forums where participants can network with their industry
peers to hear true, real-life, 'warts-and-all', local ICT case studies in an
environment conducive to sharing experiences and tactics.
Institute of Water Administrators
I convene the IT Special Interest Group comprising IT Managers from
the 20 Victorian Water businesses. The group formerly meets quarterly
to discuss ICT matters affecting the water industry.
TECHNOLOGY BLOG
http://darbyshire.wordpress.com
My thoughts around IT trends and global CIO
challenges.
CONTACT DETAILS
Marcus Darbyshire
2 Mark Street,
Mt Martha
VIC 3934
0417 306 763
[email protected] (Work)
[email protected] (Personal)
Marcus Darbyshire 9
TECHNOLOGY PUBLICATIONS SUMMARY
May 2009
The chief information officer at Victorian water utility company South
East Water, Marcus Darbyshire, says green credentials were an
important factor in choosing to work with Sun, along with being able
to deliver the required performance at an attractive price.
“Sun’s equipment performance improvements, combined with a
smaller physical and carbon footprint, were pivotal in taking our
sustainable IT plans to the next level,” Darbyshire says. “Over the last
year, while requirements for computing and storage resources grew,
our energy use in the data centre dropped by over 20 per cent.”
June 2010
The cost savings from the move to the Avaya IP Telephony and
Microsoft Unified Communications solution were also immediate.
“South East Water has budgeted to save almost $200,000 p.a. in
direct costs as a result of replacing its telephony platform. Along with
productivity and collaboration improvements from the Unified
Communications integration, zero cost calls between major offices
and a healthy product roadmap from Avaya and Microsoft, the
project has been a resounding success financially,” said CIO,
Darbyshire.
October 2006
According to the organization’s Chief Information Officer Marcus
Darbyshire, the company has always used information technology in
pursuit of the best economic, social and environmental outcomes.
“Microsoft Office SharePoint Server 2007 has the potential to provide
real breakthroughs in the way the organization collaborates,” says
Darbyshire. “It has made our processes faster, more efficient and
easier to use. Automation means we no longer have to worry if
people are following the right procedures.”
July 2010
Darbyshire is very excited about how social media is being used in
enterprises to better engage their customers and communities. He
works closely with the marketing and communications team to ensure
South East Water is a leading utility in this area so it can more
effectively engage with its customers. “Our customers have great
ideas which we can use and feed back into our business and strategy,”
Marcus Darbyshire 10
RECOMMENDATIONS
“Marcus is one of the rare breed of CIO's that is switched on to technical issues, understands
business processes and can relate it to the rest of the organisation with good humour and
personality. Great IT strategy and systems is one of the things that I really missed after leaving
South East Water.”
Tom Mollenkopf, GM, Corporate Strategy, South East Water.
“In the years I have known Marcus I have come to recognise him as a loyal, dedicated and
professional CIO who fully realises that the primary goal of the IT function is to achieve better
business outcomes. In particular, Marcus has developed his team so that they now contribute to
both bottom line and top line growth. Marcus continues to impress me by the innovative and
creative approaches he deploys to ensure his IT operation delivers value to the organisation as a
whole.”
Peter Hind, Director: The Coalface Community, Intelligent Business Research Services (IBRS).
“I have known Marcus Darbyshire since 2008 and the one thing that stands out about him is that
he's a 'go-getter'. What I mean by that is, he's an innovative, enthusiastic and contemporary CIO
who is recognised as an outstanding business relations builder and success promoter. His 'make it
happen' attitude is evidenced by the way he has developed his team to be the IT service provider of
choice and success at turning IT from cost centre to profit centre by attracting new customers and
expanding into new markets. I am currently Marcus' Executive Coach and he continually impresses
me by his willingness to continually learn and do whatever it takes to take the next step in his
personal leadership evolution.
Dave Lourdes, Founder, Evolving Human Potential.
18+ recommendations available at http://au.linkedin.com/in/marcusdarbyshire
“Marcus is an innovative, enthusiastic and contemporary CIO with an exceptional grasp of
the modern technologies that are impacting business in every sector. He is an experienced
and recognised CIO leader, networker, presenter/conference speaker who is able to
translate complex concepts into readily understood and engaging messages. The
combination of these capabilities makes Marcus an excellent change manager in a dynamic
IT environment where a deep knowledge of technology alone is not sufficient for success.
Marcus demonstrates the required understanding of people and modern process to ensure
real business enablement.”
Linda Price, Group Vice President, Asia Pacific, Gartner.
Marcus Darbyshire 11
SAMPLE PUBLICATIONS
Marcus Darbyshire 12
Marcus Darbyshire 13
South East Water taps into unified communications
South East Water CIO, Marcus Darbyshire
As one of Melbourne’s three state-owned water retailers, South East Water provides water,
sewerage services and recycled water services to about 1.4 million customers in the Melbourne’s
South Bank through to the Mornington Peninsula and Gippsland. The company has about $2 billion
of assets in the ground and about 800 information workers.
Given the distributed nature of the organisation, it’s not surprising that having flexible, robust
communication systems is vital. Add its busy, industry-recognised contact centres into the mix and it
quickly became clear to CIO, Marcus Darbyshire, that the company required an innovative approach
to its communications technology that would provide a platform for the future.
Marcus Darbyshire 14
The organisation was running a Telstra CustomNet Spectrum telephone system, a hosted solution
provided by Telstra. Everything was served from the exchange and, while the system had served
South East Water’s needs well, there were some risks associated with staying with the solution.
“It was an ageing product and we were getting the sense that, really, Telstra were looking to migrate
people away from that platform,” Darbyshire said. “When we did the financial analysis and tested
the market, we saw that we could do it in-house for less. That’s when we decided to go to the
market proper and look for a combined IP telephony and unified communications solution.”
South East Water had dabbled with IP telephony trials before, albeit without a great deal of success.
Those who have already gone down the unified communications path are well aware it requires a
significant change management. But the company had been gradually moving towards a unified
communication approach; it was already using Microsoft’s Office Communicator 2007 as well as
instant messaging technologies and presence.
“We had been preparing for it in a way,” Darbyshire said. “In terms of the network architecture, we
had good quality, recent model Cisco switches that provided the bandwidth and capabilities to do
the quality of service around voice. So we didn’t need to invest in major new infrastructure. It was
really a matter of bolting in a modern, IP telephony solution.”
South East Water wanted a system that would meet the needs of its business for the next 10 years
and see it through its current phase of growth. The team shortlisted three vendors, choosing Avaya
and its integration partner, NSC, on the back of the vendor’s fit with the Microsoft UC platform.
“They had the most competitive proposal from a price perspective and great reference sites with
NSC. It turned out to be a really good selection in retrospect because they delivered a terrific
project over the next four months.”
The system covers three offices: The corporate headquarters and main contact centre in
Heatherton, an operations and emergency contact centre in Lynbrook and its design and
construction office in Dandenong South. Combining desk phones with faxes and modems, South
East Water is using about 950 telephony devices.
A key objective for the project was to update the technology that drives South East Water’s
emergency contact centre and customer accounts contact centre, which receive about 3000 calls
each day. The centres are already highly regarded within the industry — a situation Darbyshire puts
down to a great training program and employees who work hard to gain customer trust; nearly 93
per cent of calls are responded to within 30 seconds.
“We really needed to provide an already high performing call centre with more modern call centre
technology and continue to improve that service,” he said. “Now they can use unified comms
features such as click to call, pop-up ‘toasts’ when new customers are calling in and voicemail sent
Marcus Darbyshire 15
from colleagues through the email system. The real-time call centre reporting allows the call centre
managers to get more agents on the phone very quickly when there are peaks and the skills-based
routing lets the calls be routed to the experts the first time rather than having to be transferred. It
has increased our customer service significantly and the call centre management team are really
pleased with that.”
The project also delivered another useful outcome: Consolidating about 12 different types of
handsets to three. Over the previous decade, various evolutions of analogue handsets had crept
into the business, making it difficult when staff had to move desks or work at another office. The UC
platform means about 90 per cent of staff are using the same model handset. It has simplified
training requirements and means the organisation can use hotdesks without worrying about
productivity; once a person logs into his or her phone, contacts and quick-dial numbers follow.
The system also includes disaster recovery in the event of a major network outage; should
communications at one office fail, the PBX can be switched to route the remaining traffic through to
the other offices.
Not bad for a system that is budgeted to save $200,000 per year in direct costs, productivity
benefits notwithstanding.
“Many IT projects struggle to find a good return on investment and this was one where we could
easily demonstrate the significant savings,” Darbyshire said. He was also “pleasantly surprised” with
the timeframe for the project. “I thought it probably ambitious when NSC first started but they
delivered on their promises,” he said. “And they were really flexible.
“After we signed the contract, we opened a new office in Dandenong South. It was a major change;
we needed another 75 handsets on desks at that point and NSC delivered a solution really quickly
and were really flexible in their approach.”