Join the team that is building a trusted internet for Canadians! CIRA may be best known for managing the .CA domain but our impact reaches far beyond that. We’re at the forefront of advancing cybersecurity technologies and leading projects that improve the digital experience for users across Canada and the world. Our broad scope of activities is driven by one central goal: to strengthen and secure Canada’s digital landscape.

By joining our team, you’ll have the opportunity to make a meaningful impact, ensuring that the internet remains open, safe and accessible for everyone!

Who You Are:

You are a thoughtful leader who brings structure and clarity to complex situations, always focused on improving outcomes. You work well across teams, building trust and collaboration to align people around shared goals. You value growth and are eager to help shape the future of CIRA’s ITSS structure. Above all, you’re passionate about enabling technical teams to do their best work by delivering consistent, high-quality services.

What you’ll do**:**

• Evaluate current IT and security support processes, tools and workflows from a service quality perspective, with an eye for continuous improvement.

• Partner with the IT and cybersecurity teams to improve operational handoffs, runbooks and documentation.

• Define and implement service metrics, SLAs and escalation paths to ensure consistent, reliable service.

• Coordinate service improvement initiatives across existing teams and stakeholders.

• Serve as the primary liaison between business units regarding ITSS service performance.

• Foster a culture of accountability, collaboration and customer orientation across all service operations.

What you bring**:**

• At least 3 years of experience leading service delivery, IT operations, or Managed Security Service Provider teams.

• Strong leadership and team-building skills with the ability to inspire and align technical teams.

• Demonstrated success in improving operational processes and service performance.

• Experience defining SLAs, KPIs and operational workflows.

• Familiarity with core service delivery tools and platforms such as ITSM systems (Jira service Management, ServiceNow), knowledge & collaboration platforms (Confluence, SharePoint), cloud environments
  (AWS, Azure, GPC), monitoring/alerting tools, IAM platforms (Okta, Entra ID) and endpoint/security operational tools (Palo Alto XDR, Sentinel
  One).

• Excellent communication and stakeholder engagement skills with both technical and non-technical audiences.

Who we are:

At CIRA, we’re driven by a passion to make a positive impact on Canada’s digital future. We’re not just asking, ‘What more can we do?’—we’re actively exploring new frontiers to enhance and secure the internet for all Canadians. Our recognition as one of the National Capital Region’s Top Employers for nine years is a testament to our vibrant culture.

We believe in fostering an environment where collaboration and candour are second nature and where diverse perspectives are integral to our success, because we know that great ideas come from everywhere. If you’re passionate about innovation and ready to make a difference in a dynamic field, join us and help shape the future of the internet!

CIRA embraces a blend of remote and IRL in-office work to keep our team connected and engaged. Our Ottawa headquarters is a hub for regular events and social activities that bring our team together, encouraging a strong sense of community within our organization. No matter where you work from, you'll always feel part of our vibrant team and our shared mission.

For any accommodations during the recruitment process, please contact us at
peopleandculture@cira.ca.