Senior Service Delivery Analyst
Newcastle | Predominantly Site-Based | Healthcare
• Own technology outcomes across multiple healthcare sites
• Become the trusted face of IT for local stakeholders
• Broad role spanning support, operations, vendors, and improvement
You've probably reached the point where closing tickets isn't enough anymore.
You know how to solve technical issues.
You know how to support users.
But what you really want is ownership.
The chance to be trusted with an workplace, build relationships, influence outcomes, and see the impact of your work beyond a service desk queue.
Maybe you're a Senior Service Desk Analyst, Site Support Engineer, Desktop Team Lead, MSP Engineer, or Healthcare Support Specialist.
You're already the person people rely on when things get difficult.
What you want next is broader responsibility and the opportunity to become the go-to technology leader for a region.
This role offers exactly that.
Why This Role Exists
A large national healthcare organisation is reshaping how technology support is delivered across Australia.
Historically, support was fragmented across sites with varying levels of accountability and consistency.
Leadership is now building a more visible, relationship-driven service model where technology is embedded closer to the people who depend on it every day.
This role has been created to provide dedicated ownership across Newcastle operations and ensure technology remains a trusted enabler of healthcare delivery.
The Role
You will become the primary technology representative across multiple Newcastle healthcare facilities.
This is not a role where you simply respond to tickets and move on.
You will own incidents through to resolution, build relationships with site leadership teams, identify recurring issues, influence service quality, coordinate vendors, and act as the local face of technology.
You'll work across everything from executive support,



endpoint issues and Microsoft 365 troubleshooting through to networking, infrastructure incidents, user onboarding, escalations, and service improvement initiatives.
Success will be measured by ownership, responsiveness, stakeholder trust, and operational outcomes.
Environment & Context
This is a healthcare environment where technology reliability matters.
You will support multiple facilities across Newcastle and surrounding areas, working closely with clinicians, operational leaders, support staff, vendors, and broader technology teams.
The role operates within a nationally supported service delivery function and offers exposure to:
• Microsoft 365 and Azure environments
• Networking, Wi-Fi, DNS and DHCP
• Endpoint and desktop support
• Incident and problem management
• Vendor coordination
• Service improvement initiatives
• ITIL-aligned service delivery practices
The position is predominantly site-based, with regular movement between facilities and visibility with stakeholders considered an important part of the role.
What You'll Bring
• Experience supporting ICT environments in complex organisations
• Strong troubleshooting and incident management capability
• Confidence managing issues through to resolution
• Excellent stakeholder and communication skills
• A genuine ownership mindset
• Comfort working autonomously while remaining highly cooperative
• Exposure to Microsoft technologies, networking, and infrastructure support
• ITIL knowledge and service delivery awareness
Healthcare experience is helpful but not essential.
This Role Is Not For You If...
You are looking for a pure Level 3 engineering role, want to avoid end-user engagement, prefer project work only, or require a heavily work-from-home environment.
This role suits someone who enjoys being visible, building relationships, taking ownership, and making technology work for the people who rely on it.
Next Steps
For a confidential conversation, please apply now.
Every application will receive a prompt and respectful response.

📌 Senior Service Delivery Analyst (Newcastle)
🏢 Xceltium
📍 Newcastle