Goodry Gubbels

Experience

1. Mar 2017 – Present

   IT Operations Director, France & Belux

   JLL (Jones Lang LaSalle SAS) · Paris, FR · up to 14 direct & indirect reports

   Led the transformation of Service Delivery, strengthening team cohesion and significantly enhancing client satisfaction. Delivered large-scale infrastructure and application modernisation programmes, improving system resilience, scalability, and overall performance. Implemented advanced digital workplace solutions, including immersive data visualisation platforms, to enable more effective communication and decision-making.

   Rolled out global end-user services, leveraging cloud and modern workplace technologies to elevate user experience and operational efficiency. Re-engineered server and application landscapes, streamlining business systems to optimise performance and cost efficiency.

   Transformed operating models and organisational structures within Service Delivery, driving measurable improvements in efficiency and service quality. Built and developed high-performing Applications and Infrastructure teams, enhancing capabilities while managing a hybrid workforce of internal and external resources.

2. May 2015 – Mar 2017

   Senior Consultant — CIO / PMO / Governance

   Fcnpartners · Paris, FR

   Developed and embedded PMO and IT governance capabilities, establishing structured frameworks to enhance delivery control, transparency, and strategic alignment. Drove the standardisation and harmonisation of infrastructure and end-user services across EMEA, creating a consistent and efficient IT landscape. Led complex organisational, service, and infrastructure change and transition initiatives, ensuring seamless delivery and minimal disruption.

   Established and scaled a high-performing PMO function for infrastructure and IT operations, strengthening programme delivery and governance maturity. Directed remediation programmes to optimise legacy systems and processes, improving performance, reliability, and operational effectiveness.

3. Jan 2006 – Aug 2013

   Technology Director / ETAP

   Teleperformance FSM · Paris, FR · 4 direct reports

   Delivered significant operational improvements, reducing anomalies by 80% and lowering operating costs by 15% through targeted optimisation and governance initiatives. Strengthened security and compliance across all production platforms, ensuring full adherence to PCI-DSS standards. Led the design and deployment of a remote working platform supporting 1,000 call centre users, enhancing business continuity and resilience.

   Oversaw the setup and continuous enhancement of production and back-office platforms (BI, HRIS, CRM, billing), ensuring reliability and scalability. Directed cross-functional teams to consolidate infrastructures and standardise processes in line with ITIL and COBIT frameworks.

   Integrated client processes into production environments to improve operational efficiency, and implemented performance dashboards leveraging key metrics (FTR, NPS, CSAT) to drive service quality and customer satisfaction.

4. Jan 2006 – Aug 2013

   Technology Director

   Teleperformance Interactive · Paris, FR · 4 direct reports

   Pioneered France's first voice-enabled self-service platform, supporting up to 8 million interactions per month, and oversaw delivery of more than 6.5 million monthly contacts at scale. Led the design and deployment of 20+ customised self-service solutions, leveraging .NET/C#, MS SQL and IIS to drive automation and customer experience improvements. Acted as architect and technical project director for all production platforms, ensuring scalability and performance.

   Directed end-to-end solution delivery across cloud ecosystems (SaaS, PaaS), embedding ITSM and SOA frameworks to enhance operational efficiency. Served as Development Director, driving innovation and delivery excellence, while managing strategic partnerships with internal and external stakeholders.

   Led international transformation programmes and provided consultancy on pan-European infrastructure design, enabling scalable and integrated environments across multiple geographies.

5. Sep 2000 – Dec 2005

   IT Regional Manager / Director Europe

   Teleperformance SR · Paris, FR · up to 180 direct & indirect reports

   Delivered significant cost transformation, reducing IT operational costs by over 40% and increasing productivity by 20% through targeted optimisation initiatives. Chaired the European ICT Steering Committee, defining and driving the regional ICT strategy and governance across the organisation.

   Designed and executed a European ICT harmonisation and consolidation strategy covering 65 sites and 35,000 workstations, improving standardisation and operational efficiency at scale. Led complex change, transformation, and transition programmes, alongside major audit, harmonisation, and standardisation initiatives, including ISO 9001 and COPC frameworks.

   Strengthened supplier ecosystem performance by renegotiating strategic contracts with key technology and telecom partners, delivering improved value and service outcomes. Increased IT standards compliance by 27% across EMEA, aligning operations with group governance requirements.

   Established robust performance management frameworks, overseeing key indicators (FNR, KPI, SLA, CSAT) to support data-driven decision-making and regulatory reporting. Led the nearshore/offshore expansion with the setup of operational sites in the Mediterranean region, extending delivery capacity and supporting international growth.

6. May 1997 – Sep 2000

   Client Relations Manager

   Wanadoo Belgium / EuroNet*Internet · Brussels, BE · up to 40 direct & indirect reports

   Designed and implemented a new client relations and technical support model, establishing a scalable structure aligned with business growth. Drove rapid organisational scale-up, expanding the function from 5 to 40 FTEs, while maintaining service quality and operational control.

   Led the externalisation of Helpdesk operations (B2B and B2C), managing a 30 FTE delivery model and improving service efficiency and flexibility. As a member of the COMEX Belgium, contributed to executive decision-making and strategic direction.

7. Mar 1995 – May 1997

   Technical Support Engineer & Supervisor

   EuroNet*Internet · Amsterdam, NL

   Developed core support applications and client software, including the "Connection Kit", significantly enhancing customer support capabilities and user experience. Acted as both support engineer and team supervisor, ensuring reliable service delivery for all modem and router connections across B2B and B2C environments.

   Designed and managed the Helpdesk web platform, strengthening digital support channels, communication, and service accessibility, and contributing to improved operational efficiency and customer satisfaction.