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Optimising Governance and Operating Model for ICT Service Delivery

Optimising Governance and Operating Model for ICT Service Delivery

Case Studies, Business & ICT Transformation Services

Narada was engaged to conduct a comprehensive review of the Governance, Operating Model, and Organisational Structure of a large ICT outsourcing service provider. With a new contract and evolving government directives, there was a need to improve operational performance, eliminate inefficiencies, and align service delivery with the Client and industry strategies.

This review coincided with the release of a new Client ICT Operating Model, presenting a strategic opportunity to ensure alignment with future capability requirements while optimising internal processes.

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Our Approach

Narada undertook a structured review process that included:

Strategic Analysis

Examining key policy documents, contract scope, financials, and existing organisational structures to identify strengths and challenges

Stakeholder Consultation

Engaging senior leadership and operational teams to gather insights and assess organisational effectiveness.

Deep-Dive Assessment

Conducting detailed evaluations of service delivery teams, resourcing, and governance frameworks to identify gaps and inefficiencies.

Operating Model and Governance Redesign

Facilitating workshops with leadership teams to collaboratively refine a new Operating Model and Governance Framework that ensured strategic alignment with ICT directives.

Implementation Planning

Developing a structured roadmap with defined steps to transition to the new model, supported by clear governance mechanisms and business case frameworks for key initiatives.

Results

Narada delivered a comprehensive analysis and action plan, providing a clear pathway for operational enhancement. Key outcomes included:

  • New Operating Model & Governance Framework ensuring alignment with the Client ICT strategic direction.
  • Actionable Implementation Plan with nine key steps for transitioning to the new model.
  • Immediate Organisational, Resource, and Financial Adjustments to improve service delivery.
  • Enhanced Senior Leadership Engagement through a collaborative design process, fostering ownership and accountability.

Throughout the engagement, Narada maintained the highest ethical standards, working within a classified security environment and ensuring transparency and confidentiality.

This engagement provided a sustainable foundation for long-term ICT service transformation, equipping the organisation with a strategic and operational framework to navigate future challenges effectively.

Looking to optimise your organisation’s governance and operating model?
Get in touch with Narada today to see how we can help drive operational excellence.

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Gill Hastie

Narada Business Manager

Outside office hours: Outdoors Adventurer

Experience

Since joining Narada in 2020, Gill has brought a wealth of practical business management experience, gained from decades of owning and operating her own successful ventures. As Narada’s Business Manager, she plays a vital role in ensuring the company runs smoothly behind the scenes, balancing structure and flexibility to support the growth and vision set by the leadership team.

For Gill, Narada is more than just a workplace—it’s a community that feels like family. Her passion lies in creating effective, people-focused systems and doing whatever it takes to enable the success of the team.

Outside of work, Gill is a devoted “Gillma” to her grandchildren and treasures time with her family and friends. She’s also a committed community supporter, having completed multiple City to Bay fun runs and raised significant funds for charitable causes and those in need. A long-time sponsor of three children in Cambodia, Gill strongly believes in giving young people the tools and encouragement to thrive.

When she’s not working or giving back, you’ll find Gill chasing sunrises and sunsets across Australia—whether along the coast or through the outback, caravan in tow.

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Naomi Paolo

Finance & Business Support

Outside office hours: Mum, Netballer & Sports Fanatic

Experience

Naomi brings over 20 years of experience in finance across both government and private sectors, and plays an essential role at Narada—keeping our team of staff and consultants paid, and supporting our tender submissions with enthusiasm and professionalism. Her knowledge, personality, and love of working with people make her a valued part of the Narada family.

Beyond numbers and spreadsheets, Naomi thrives on building strong relationships and engaging with people. She’s passionate about collaboration and brings a thoughtful, practical lens to everything she does.

Down-to-earth, driven, and always approachable, Naomi is the kind of teammate who brings both capability and heart to everything she’s part of.

Based on the beautiful south coast of NSW, Naomi embraces the coastal lifestyle and is happiest by the sea. She's a proud mum and dedicated netball teammate, playing weekly games alongside her 10-year-old daughter. Together, they share a love for sport, from playing to cheering on their favourite rugby league and cricket teams.

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Michael Lumley

Linux and Monitoring Engineer

Outside office hours:
Honeymakers Big Band Trombone Player

Experience

Michael Lumley is a seasoned ICT professional with over 15 years of experience in Linux systems, automation, software development, and solution architecture. He has a proven track record of delivering innovative and secure ICT solutions across Defence, telecommunications, and logistics sectors.

As a Consultant with Narada Consulting, Michael specialises in system automation, Linux infrastructure, and enterprise monitoring solutions. He has played a key role in designing and implementing complex ICT environments, particularly in Defence, where he has developed secure operating environments, automated system builds, and enhanced monitoring capabilities using the Elastic Stack.

Michael is an expert in Red Hat-based Linux systems, Ansible automation, and system integration. With a background in solution architecture and project management, he excels in delivering scalable, high-performance solutions that meet stringent security and operational requirements.

He holds a Bachelor of Applied Science in Computing and Industrial Mathematics and multiple industry certifications, including ITIL and Certified ScrumMaster. Michael is passionate about leveraging technology to drive efficiency, reliability, and innovation in complex ICT environments.

Michael is active in the community. He has played AFL and coached his children's teams and plays basketball regularly. He has been a musician from an early age and has played both semi-professionally and with community bands, most recently playing Trombone in the Honeymakers Big Band.

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Stuart Garner

Senior Wintel and Automation Engineer

Outside office hours: Cinnamon Scroll Enthusiast

Experience

Stuart Garner is a skilled IT infrastructure engineer with extensive experience in designing, deploying, and managing Microsoft server technologies and virtualization platforms. With a strong background in Defence and government IT environments, he has worked on high-security projects, including the SEA2273 Fleet Information Environment Modernisation Project.

At Narada Consulting, Stuart specialises in Windows Server administration, Active Directory, virtualisation, automation, and secure communications. His expertise extends to cross-domain solutions, network security, and automation using PowerShell and Ansible. He has played a key role in modernising and securing critical IT systems for Defence and government clients.

Stuart’s hands-on approach, combined with profound technical knowledge and problem-solving skills, makes him a trusted expert in IT infrastructure and secure system deployment.

Stuart enjoys spending his weekends visiting bakeries in search of the best cinnamon scroll. When he’s at home, he’s either building Lego or working in the garage on his WRX. He enjoys hosting family lunches, hiking and road trips.

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Harmik Singh Batth

ICT Infrastructure Specialist and Technical Lead

Outside office hours: Avid Cricket Enthusiast

Experience

Harmik Singh Batth is a highly skilled Infrastructure Specialist with over 19 years of experience in IT infrastructure, cloud computing, virtualisation, networking, and cybersecurity. As a key specialist at Narada Consulting, he has led complex system implementations, infrastructure modernisations, and cloud migrations across government and enterprise sectors. 

Harmik specialises in VMWare, Microsoft Azure, AWS, and DevSecOps, delivering scalable, secure, and high-performing IT solutions. Renowned for his strategic leadership, problem-solving, and stakeholder engagement, he collaborates effectively with executives, technical teams, and government officials to drive innovation and operational excellence.

Harmik is an avid cricket enthusiast! He not only enjoys watching the wonderful game but cherishes spending his weekends playing and sharing his passion over cricket with his son.

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Matt Read

Operations Manager

Outside office hours: Virtual Reality immersive

Experience

Matt Read is a pragmatic, resilient, and high-performing IT Project Manager and Systems Administrator with a proven track record in delivering complex technological solutions across industries. With expertise in network communications, security systems, and project management, he seamlessly integrates change management and digital transformation strategies.

Holding multiple certifications, including Microsoft Azure Fundamentals and Citrix Certified Administrator, Matt has earned prestigious accolades such as the Australian Defence Force Silver and Royal Australian Navy Gold Commendations. Renowned for his ability to simplify complex technical concepts, build strong relationships, and lead high-performing teams, he drives innovation and operational excellence.

As the Maritime Operations Manager within the Warfighting Networks and Applications Support Organisation (WSO), Department of Defence, Matt represents Narada Consulting in a pivotal role overseeing incident management, risk assessment, and stakeholder communication. He ensures SLA compliance, coordinates with vendors, and leads the Incident and Problem team, strengthening cybersecurity resilience and operational efficiency in high-priority Defence operations.

Matt has a strong passion for virtual reality, spending much of his personal time exploring immersive experiences, whether through gaming, social interaction, or creative applications. Matt fascinated by the potential of VR to push boundaries and create new ways to engage with digital worlds.

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Jodi McGrath

Communications and Program Delivery Manager

Outside office hours: Box Rally Driver

Experience

Jodi McGrath is a seasoned Communications and Program Delivery Manager with 18 years of experience across government, specialising in communications strategy, program delivery, sourcing, governance, and change management. She has worked across key agencies, including DFAT, Defence, Home Affairs, ATO, and the Department of Education, where she has led complex initiatives that drive organisational success.

As a Narada senior consultant her expertise spans across IT strategic sourcing, stakeholder engagement, and business transformation. She ensures effective communication and alignment across government programs, navigating complex environments to deliver results-driven strategies. Her ability to manage cross-functional teams and foster collaboration has contributed to a strong reputation as a trusted advisor and leader.

Jodi is also deeply committed to making a positive social impact. She proudly participates in box rallies, raising funds for cancer research, and runs a community-based free fresh food initiative to share produce across her local community. In addition, she actively supports Indigenous not-for-profits, using her skills and expertise to contribute to important causes in remote communities.

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Chris Appleton

Project and Program Manager

Outside office hours: AFL Aficionado

Experience

Chris is a highly respected Project Manager and Team Leader for Narada Consulting, with a proven track record of delivering large-scale projects in complex, multi-vendor environments. With strong planning, communication, and leadership skills, he has successfully managed critical IT and infrastructure programs across the Defence, corporate, and sports sectors.

His expertise spans risk management, stakeholder engagement, and process optimisation, ensuring high-quality outcomes within tight deadlines and regulatory frameworks. Passionate about technology and its role in driving progress, Chris thrives in high-pressure environments, making strategic decisions that drive efficiency and innovation.

Chris is very passionate about sports, particularly cricket, AFL and soccer. He enjoys watching his two sons play soccer and cricket and has a deep connection to AFL, having officiated as a Grand Final umpire and currently serving as an AFL Review Centre Score Review Official. I also love spending time in nature, camping, and fishing with my family.

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Jess Symons

ICT Project Manager and Logistics Lead

Outside office hours: Passionate Foodie

Experience

Jessica Symons is a dynamic and results-driven operations and logistics professional with extensive experience across fleet management, transport logistics, event coordination, and business operations. With a background in both the public and private sectors, including roles with the Australian Army, Jess brings strong expertise in strategic planning, stakeholder engagement, and project execution to Narada Consulting.

Her expertise spans fleet and asset management, procurement, risk assessment, amphibious operations and international logistics. Jess is known for her strong analytical skills, adaptability, and leadership in high-pressure environments, making her a valuable asset as a Narada Consulting logistics specialist.

Jess has a passion for food and travel, seamlessly blending the two in her pursuit of unique and exquisite cuisines across the globe. Driven by her love for great flavours and new experiences, she proudly declares: "I’m food-motivated and will travel the world following my stomach!"

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Holly Derkowski

Organisational Change Manager

Outside office hours: Winter Chaser

Experience

Holly is an organisational change and development leader with extensive experience partnering with agencies to deliver meaningful change. She specialises in designing and implementing strategies that enable organisations to navigate complex change challenges, build change capability, and achieve sustainable outcomes.

Holly brings over a decade of hands-on experience in change implementation across areas such as digital transformation, cloud adoption, cybersecurity, compliance, AI, workplace culture, machinery of government changes and business operating models. She has established and led change management offices for agencies and built successful consulting practices. Before her corporate change career, Holly was a researcher in the public health industry working on programs to improve the health outcomes of Australian communities.

Since joining Narada Consulting in 2023, Holly has led transformative projects for a federal government agency. Her work has addressed critical issues such as outdated technology, cybersecurity vulnerabilities, and low staff morale, achieving 95% adoption rates and 10%+ improvements on key workforce engagement indicators. Holly built an Organizational Change Management team for the client, delivering 20 successful change projects that have embedded change management as an integral business function for the client.

Holly loves seeking out amazing places to travel where the temperatures are below zero.

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Martin Giddings

Commercial, Sourcing and ICT Strategy lead

Outside office hours: Foodie Explorer

Experience

Martin Giddings is a highly regarded consultant with over three decades of experience in the technology and data industry, with more than twenty years of experience in leadership roles within the Australian government. He has successfully led the delivery of strategic programs with both national and global teams. His expertise encompasses strategic sourcing, cloud adoption, data and analytics, enterprise architecture, and procurement. Martin has played a pivotal role in developing and implementing large-scale technology strategies and roadmaps. Recognised as a trusted advisor and change agent, Martin has a proven track record of navigating complex organisational environments, collaborating with stakeholders at all levels to build and maintain consensus and buy-in. He is a regular speaker at government and industry forums, and serves on multiple vendor advisory boards, contributing to their future market and technology strategies. At Narada Consulting, Martin continues to lead transformation initiatives, assisting organisations to invest in technology and data to deliver government and organisation outcomes. Martin loves travelling the world to try new food experiences and cultures.
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James McRae

Program Manager, Simulation, Modelling and Drone SME

Outside office hours: Drone Racer

Experience

James is a seasoned program and project manager, simulation engineer, and export control consultant, with a deep expertise in ITAR compliance and managing complex acquisition processes. As Narada’s lead SME for space integration, simulation, and modelling, he has consistently ensured rigorous regulatory adherence and seamless project execution for Defence-related exports and controlled technologies.

Throughout his career, James has held pivotal roles in managing Foreign Military Sales cases, advising on export controls, and supporting Defence export control initiatives. His experience spans direct support for export control staff, ITAR procurement advice for emerging UAS and robotics capabilities, and practical involvement with the Defence Export Control Office—earning accolades for his diligent yet pragmatic approach.

In addition to his industry achievements, James contributes as a postgraduate lecturer at UNSW, where he teaches modelling, simulation, and immersive technologies. His robust academic background—including an MBA in Management (Project Management) from UNSW, a Master in Strategic Studies from the University of Malaya, and a Master of Science in Simulation and Modelling from the Royal Military College of Science (UK)—complements his practical expertise, making him a trusted leader in Defence simulation and regulatory compliance.

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Brendan Murphy

Chief Technology Officer and Technology Services Practice Lead

Outside office hours: Rugby League Tragic

Experience

Brendan Murphy is a highly skilled ICT professional with over 20 years of experience in technical consulting, ICT modernisation, and Defence sector engagements. As Narada Consulting’s Senior Technical Consultant, he leads the Technical Services Practice, driving innovation, technical strategy, and complex system transitions for clients.

Brendan has played a key role in major Defence ICT programs, providing expert guidance on infrastructure, networking, security, and system integration. His leadership on large-scale projects, including digital transformation initiatives and multi-vendor solutions, has earned him a reputation as a trusted technical advisor within Defence and government sectors.

With expertise in risk management, technology strategy, and complex system transitions, Brendan is passionate about delivering future-ready solutions that enhance capability and efficiency. He holds a Bachelor of Business Studies (Computing) and is certified in TOGAF 9, Microsoft Engineering, Prince2, and ITIL v3, reinforcing his strong technical and strategic acumen.

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Diana Gardner

Partner + Business Transformation and Program Management Practice Lead

Outside office hours: Sailor

Experience

Diana Gardner is a highly experienced ICT executive with over 30 years in the industry, specialising in large-scale program management, transformation delivery, and management consulting. As a Partner at Narada Consulting, she leads the firm’s ICT Business and Project/Program Services Practices, bringing expertise in Program and project delivery, operating model design, governance, commercial management, risk mitigation, and strategic leadership.

Over the past two decades, Diana has successfully led the delivery of complex ICT programs across government and commercial sectors, working with major organisations such as Westpac, NAB, Lockheed Martin Australia, Dell, Leidos Australia, and the Australian Department of Defence. She has a proven track record of turning around troubled projects and driving high-impact transformation initiatives.

Known for her strong leadership, stakeholder engagement, and ability to navigate complex program landscapes, Diana is dedicated to delivering successful outcomes for Narada clients. With a deep commitment to excellence and collaboration, she continues to shape the future of ICT program management for Narada.

Diana is a keen sailor who loves to get out on the open ocean, she also supports various charities, sponsoring two children in Zimbabwe through World Vision and four in Cambodia via Transform Cambodia. Diana also supports local charities such as the Mito Foundation by participating in the 35km “Bloody long walk”.

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Stuart Gibson

Program Manager, Export Control, Simulation & Modelling and Space Integration SME

Outside office hours: Cyclist

Experience

Stuart Gibson is a seasoned ICT leader with over 30 years of industry experience, specialising in ICT strategic sourcing, contract negotiation, and large-scale transformation projects.

As a Partner at Narada Consulting, Stuart leads the firm’s ICT Commercial Services Practice, helping organisations navigate complex ICT procurement and maximise value from their technology investments.

With a proven track record in both government and enterprise sectors, Stuart has led negotiations on ICT contracts exceeding $2.5 billion and spearheaded transformation initiatives worth over $220 million. His expertise spans ICT practice management, program and project management, commercial contracting, and financial management. Prior to Narada, Stuart held senior leadership roles at CSC and BHP, demonstrating his strong capability in driving high-impact outcomes.

Recognised for his exceptional leadership, attention to detail, and collaborative approach, Stuart is committed to delivering strategic, ethical, and results-driven ICT solutions. He holds a Bachelor of Computer Science from the University of Wollongong and an MBA from Deakin University.