Director of Care Transformation

Bourke Street

Silverchain Group is one of Australia's leading home care specialists, providing health and aged care services to 140,000 clients a year. We have been trusted by Australians to deliver care that is differentiated by quality and safety for over 130 years.

Silverchain provides home care services in all states of Australia, and the ACT in partnership with our clients, as well as governments, health networks, hospitals, retirement communities, and private companies. We employ nurses, doctors, allied health, care workers, and a dedicated research and innovation division

Reporting to the Chief Transformation Officer, The Director of Care Transformation is accountable for leading the end-to-end transformation of Silverchain’s care delivery and supporting operational functions. The role provides a single point of leadership for the design, alignment, documentation and implementation of the One Silverchain Care Delivery Operating Model, ensuring that changes improve care quality, consumer experience, workforce effectiveness, operational consistency and organisational performance.

The role oversees the progression of Silverchain’s operating model from its current-state to target state. This will be supported by detailed design, operational alignment and transition. The role works in close partnership with Silverchain’s operational and care governance leaders to ensure the transformation is business-led. Along with the Director, Enterprise Change, the role is responsible for ensuring leaders and teams are ready to adopt new ways of working, that transition risks are actively managed, and that new practices are embedded into business-as-usual governance, accountability and performance management.

In addition the role ensures that care transformation is seamlessly integrated with the Digital Program and other enterprise initiatives.

What's on offer

• Fixed-term two year position, Monday–Friday 76 hours per fortnight.
• Hybrid role based in WA, SA, VIC, QLD or NSW.
• Working for a non-profit organisation, you can salary package up to $18,500 tax free.
• Everyday discounts, including vouchers for Coles, Woolworths, Amazon, Myer, The Good Guys and more.
• Comprehensive health and wellbeing resources and support.

What we're looking for

• Relevant tertiary qualifications in business, health, transformation, operations, design or a related discipline.
• Significant senior leadership experience delivering large-scale operating model, service or business transformation in a complex organisation.
• Demonstrated accountability for end-to-end transformation from strategy and design through implementation, stabilisation and benefits realisation.
• Deep experience in operating model design, process architecture, operational improvement and organisational implementation.
• Proven ability to align executive and operational stakeholders, facilitate complex decisions and resolve cross-functional issues.
• Experience partnering with enterprise change, digital delivery, workforce, data and governance functions.
• Strong program leadership, including integrated planning, dependency management, risk, assurance, stage gates and executive reporting.

The role

As the Director of Care Transformation you will:

• Translate Silverchain’s Strategy into clear operating model and customer experience outcomes and design principles, to guide the Care Transformation initiatives.
• Set the direction, scope and roadmap for the end-to-end transformation of care delivery and supporting functions, ensuring CX priorities, digital enablement, AI opportunities and practical innovation considerations are embedded in the design of services, channels and ways of working.
• Lead the design of the current, transition and target-state care delivery operating models, ensuring they are anchored in client, carer, referrer and workforce experience.
• Define how work is organised across care delivery and support functions, including structure, roles, decision rights, accountabilities, interfaces, service levels, channels and hand-offs.
• Ensure consumer, client, carer and referrer experience is deliberately designed across the end-to-end care journey, including access, assessment, scheduling, service delivery, communication, escalation, resolution and ongoing support.
• Work with Executives and functional leaders to resolve cross-functional design choices and align local operations to the enterprise model, underpinned by operational, clinical, workforce and CX evidence.
• Identify dependencies, conflicts and impacts across initiatives and ensure they are addressed through integrated planning.
• Oversee end-to-end process redesign and documentation across care delivery and support functions.
• Establish clear standards for process maps, procedures, work instructions, business rules, controls, role definitions and supporting artefacts.
• Own the business implementation approach for care transformation, including sequencing, readiness criteria, deployment decisions, transition controls and stabilisation.
• Partner with the Director, Enterprise Change to integrate business implementation with stakeholder engagement, change impact assessment, communications, learning, leadership mobilisation and adoption support.
• Provide leadership to the Care Transformation Program and hold the integrated plan across operating model, process, CX, change and business implementation activities.
• Establish clear accountabilities, milestones, dependencies, risks, issues, decisions and deliverables, including ownership of CX decisions, service design artefacts and experience measures.
• Lead and develop a multidisciplinary care transformation team with clear outcomes, accountabilities and ways of working.

Why choose Silverchain

Everyone at Silverchain, from our care teams to leadership, plays a vital role in delivering Best Care. It's a team effort. Best Care is care that is safe, personal, connected and effective. We are proudly one of the few Australian home care providers accredited in both national health and aged care standards. This means the quality of care we provide is expected to meet the same standards as a hospital or residential aged care facility. As a not-for-profit organisation, our ambition is to create a better home care system for all Australians and we develop innovative models of care to set the industry benchmark. We'll also provide you with opportunities to help you develop and grow in your career, with training and education programs to help you achieve your goals.

How to

To submit your application, click ‘'.

At Silverchain, we recognise the positive contribution that a diverse workforce makes to our organisation where individuals can be authentic, respected and celebrated. We strongly encourage applications from Indigenous Australians, people of all ages, gender, abilities, and cultural backgrounds.

Type: Salaried Full Time

Category: Chief Executive

Reference ID:

Date posted: 04/11/2026