Role Purpose
The Executive General Manager – Technology Transformation is accountable for defining and delivering a cohesive, forward-looking technology and digital transformation strategy that underpins sustainable franchise growth, strengthens regulatory compliance, and drives improved care quality outcomes across the national network.
This role partners closely with franchisor leaders and franchisees to translate care delivery, workforce, and operational requirements into scalable, fit-for-purpose technology solutions. It achieves the right balance between core system standardisation and appropriate local flexibility, ensuring investments are strategically aligned, financially sustainable, and deliver measurable improvements in care quality, workforce utilisation, operational efficiency, and franchisee performance.
As the primary technology interface between the franchisor, franchise network, and external vendors, the Executive GM leads vendor strategy, platform optimisation, ICT governance, and end-to-end delivery of technology-enabled transformation programs. The role embeds strong governance, prioritisation, change management, and benefits realisation disciplines to maximise adoption, manage risk, and ensure long-term value from technology investments.
The position also champions data integrity, reporting capability, cyber security, and regulatory compliance, ensuring systems support high-quality, person-centred home care while safeguarding sensitive client and workforce information. It promotes a pragmatic, outcomes-focused digital culture that enhances both client and carer experience and strengthens overall network performance.
In addition, the Executive GM leads a small ICT team with responsibility for Systems Administration and ICT Support, providing clear direction, coaching, and capability development to ensure reliable service delivery and a high-performing, service-oriented technology function.
Skills & Experience
Essential
• Significant experience leading technology-enabled transformation in complex, multi-site or franchise environments
• Strong background in vendor and commercial management
• Experience implementing and optimising enterprise platforms
• Ability to influence across franchisor–franchisee relationships
• Executive-level communication and stakeholder engagement skills
Desirable
• Experience in home care, health, aged care, or regulated service environments
• Experience with care management or workforce platforms
• Consulting, PMO, or transformation office experience
Leadership Skills
• Outcome-obsessed and commercially minded
• Empathetic to franchisee, carer, and client needs
• Comfortable operating in regulated, people-centric environments
• Collaborative, credible, and decisive
KEY ACCOUNTABILITIES
KEY PERFORMANCE AREA KEY RESPONSIBILITY PERFORMANCE INDICATORS
Technology & Transformation Strategy
• Develop and deliver a technology transformation roadmap aligned with franchisor growth, regulatory compliance, and care quality outcomes.
• Translate care delivery, workforce, and franchisee operational needs into scalable, fit-for-purpose technology solutions adopted across the network.
• Achieve appropriate standardisation of core systems while enabling operational flexibility for franchisees.
• Manage technology investment within approved budgets, including total cost of ownership, long-term maintenance, and optimisation beyond implementation.
• Ensure technology investments deliver measurable improvements in care quality, workforce utilisation, operational efficiency, and franchisee performance.
• Continuously monitor market trends, regulatory changes, and emerging technologies to identify opportunities for improvement and innovation. • Deliver an approved technology roadmap with initiatives implemented on time and aligned to growth, compliance, and care quality objectives.
• Implement scalable technology solutions with strong stakeholder satisfaction and network adoption within agreed timeframes.
• Achieve standardised core systems without compromising franchisee operational effectiveness or compliance.
• Maintain technology spend within approved budgets while managing total cost of ownership and long-term sustainability.
• Demonstrate measurable improvements in care quality, workforce utilisation, and franchisee performance attributable to technology initiatives.
• Proactively identify and assess technology and market opportunities, delivering actionable improvement proposals.
Team Leadership & Network Support • Lead, mentor, and develop the ICT team to build capability, accountability, and service excellence.
• Oversee systems administration to ensure stability, security, performance, and business continuity.
• Ensure ICT support services are responsive, professional, and aligned to agreed service standards.
• Establish clear team objectives, performance expectations, and development plans.
• Implement service management processes, including incident, problem, and change management.
• Foster a customer-focused culture that prioritises franchisee and internal stakeholder experience.
• Critical business systems are stable, secure, and reliably available.
• ICT support services meet agreed service levels and stakeholder expectations.
• Positive stakeholder feedback regarding ICT responsiveness and service quality.
• Clear performance objectives and development plans in place for all ICT team members.
• Demonstrated growth in team capability, cross-skilling, and succession readiness.
• Effective cyber security, privacy, and business continuity controls with no significant compliance breaches.
• Continuous improvement initiatives delivered within approved budgets.
Vendor & Platform Management
• Own strategic relationships with key technology vendors (e.g. care management systems, workforce scheduling, payroll, CRM, compliance, telehealth, analytics)
• Lead vendor selection, contract negotiation, performance management, and renewal decisions
• Establish clear SLAs, KPIs, and outcome measures focused on care quality, reliability, usability, and value
• Drive vendors to roadmap alignment, integration, and continuous improvement
• Process of optimisation or purpose review – reviewing of existing platforms, benefits, ongoing realisation, managing exits
• Manage system integrators and implementation partners where required
• Maintain effective strategic partnerships with key technology vendors, evidenced by critical supplier evaluations (performance reviews) showing alignment to care quality, compliance, and network needs.
• All major vendors selected through a documented, competitive process, with contracts negotiated and renewed based on performance, value, and strategic fit.
• Vendor services meet agreed SLAs and KPIs, with measurable outcomes in system reliability, usability, and value.
• Vendors demonstrate ongoing alignment to the organisation’s technology roadmap, including successful system integrations and continuous improvement initiatives.
• Regular platform reviews completed, with clear evidence of benefit realisation, optimisation actions, or timely exit decisions where value is not demonstrated.
• System integrators and implementation partners deliver agreed outcomes on time, within budget, and to quality standards.
Franchise Network Enablement
• Act as the primary technology and transformation interface between franchisor and franchisees
• Ensure solutions are intuitive, well-supported, and adopted across the network
• Incorporate franchisee feedback into product, vendor, and roadmap decisions
• Support onboarding of new franchisees through scalable, repeatable technology capability
• Use data driven insights to inform decision making. Identifying reporting needs to support & inform decision making
• Lead end-to-end delivery of technology-enabled transformation programs
• Embed strong change management, training, and communication practices to drive adoption
• Establish governance, prioritisation, and benefits realisation frameworks
• Promote agile, iterative delivery approaches suited to franchise operations
• Act as the primary technology liaison, evidenced by clear communication, issue resolution, and positive franchisee engagement feedback.
• Achieve high adoption of technology solutions across the network, with active use and positive usability feedback.
• Franchisee feedback is systematically captured and demonstrably informs product decisions, vendor management, and roadmap priorities.
• New franchisees are onboarded using standardised technology capabilities within agreed timeframes and with minimal disruption.
• Deliver fit-for-purpose reporting and insights that support operational, financial, and care-quality decision making.
• Technology-enabled transformation programs are delivered end-to-end on time, within scope, and aligned to agreed outcomes.
• Effective change, training, and communication practices result in strong adoption and minimal post-implementation issues.
• Governance, prioritisation, and benefits-realisation frameworks are embedded and consistently applied across initiatives.
• Agile and iterative delivery approaches are used effectively, enabling timely delivery and responsiveness to franchisee needs.
Program Delivery & Change
• Lead end-to-end delivery of technology-enabled transformation programs
• Embed strong change management, training, and communication practices to drive adoption
• Establish governance, prioritisation, and benefits realisation frameworks
• Promote agile, iterative delivery approaches suited to franchise operations
• Build internal capability in transformation, vendor management, and digital delivery
• Foster a pragmatic, outcome-focused culture that prioritises client and carer experience
• Technology-enabled transformation programs are delivered on time, within scope, and achieve agreed business, care, and compliance outcomes.
• Change management and training activities result in strong adoption, minimal disruption, and reduced post-implementation issues.
• Governance, prioritisation, and benefits realisation frameworks are embedded and consistently applied across all initiatives.
• Agile, iterative delivery approaches enable timely outcomes and responsiveness to franchisee operational needs.
• Internal capability in transformation delivery, vendor management, and digital delivery is demonstrably strengthened over time.
• A pragmatic, outcome-focused culture is fostered, with technology initiatives demonstrably improving client and carer experience.
Data, Compliance & Risk
• Improve data quality, reporting, and insight across the network
• Ensure technology platforms support regulatory, funding, and quality compliance requirements in home care
• Partner with cyber, privacy, and risk stakeholders to ensure secure handling of sensitive client and workforce data • Data quality, consistency, and reporting capability improve year-on-year, enabling reliable operational, financial, and care-quality insights.
• Technology platforms consistently support compliance with home care regulatory, funding, and quality requirements, with no material system-related breaches.
• Sensitive client and workforce data is securely managed in partnership with cyber, privacy, and risk stakeholders, meeting agreed security and privacy standards.
Professional Development • Demonstrates a commitment to ongoing professional development and is able to practice within the scope of qualifications. • Attends training opportunities and completes assessments.
• Demonstrates awareness of own abilities and limitations, identifying learning needs and seeking guidance when necessary.
• Maintains qualifications as required by position.
Work Health & Safety • Maintains a safe environment for visitors and staff through implementation of Just Better Care’s Work Health & Safety Policies and Procedures. • Maintains a safe environment for visitors and staff through implementation of Work Health & Safety policies and procedures.
• Hazards and potential hazards, including possible solutions, are reported.
• Incidents or accidents are reported as soon as practicable.
• Actively participated in activities to promote safety.
• Ensure emergency procedures are applied appropriate.
Executive General Manager - Technology Transformation
Executive General Manager - Technology Transformation
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Glenn Marland
glenn@capstonerecruitment.com.au
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