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.

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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.

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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

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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

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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

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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

Marcus.darbyshire@sewl.com.au (Work)

Mdarbysh@hotmail.com (Personal)

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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,”

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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.

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SAMPLE PUBLICATIONS

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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.

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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.”