​WHO’S THE BOSS?

From Leading Shared Services to Supporting SEND Families – Meet Samantha Ryan

When it comes to shared service management, Samantha knows her stuff.With a career built on navigating fast-paced change, leading high-performing teams, and staying two steps ahead of the next big thing in business ops, she’s seen (and solved) it all. But Sam’s talents don’t stop at spreadsheets and strategy—she’s also the author of SEND Help!, a heartfelt and practical guide for parents navigating the world of Special Educational Needs.In this Q&A, Liam O'Flaherty sat down with Samantha to chat about the reality of leadership in shared services—what it takes to thrive, what’s changing fast (spoiler alert: AI is knocking at the door), and why staying human in the digital age might just be the most powerful skill of all.Whether you're eyeing your first step into a shared services role or already deep in the trenches, Samantha’s insights are refreshingly honest, full of warmth, and packed with practical takeaways. Let's dive in.What do you think future leaders should prioritise or focus on most in order to successfully make themselves appointable as a shared service manager?I think it’s less about ticking off qualifications and more about showing you can actually lead people through mess and change. You need to be someone who stays calm under pressure, communicates clearly, and isn’t afraid to get stuck in. If you’re the kind of person who sees a knot and wants to untangle it, you’re probably halfway there already. When leading a shared services team, you need to have one eye on how your operation is running right now and the other eye on what’s coming down the pipeline - the next new technology or shared services operating strategy. Curiosity is key to ensuring you always stay abreast of emerging technology and ways of working.What are both the best and the most challenging aspects of being a shared service manager of a fast paced business?The best bit is the variety - you’re never bored. You get to fix things, improve how stuff works, and genuinely help people. I have always found great joy in my work and being of service to others, whether that’s leading a shared service team, a purchase to pay department or as a global process owner. The hardest part? There’s always something going on. Priorities change quickly, and you have to juggle a lot without dropping the ball. It can be exhausting some days, but also really rewarding when you get it rightWhat are your opinions about the relationship between a shared service manager and the CFO and CEO? What is critically important in building a successful partnership and providing the right support to the CEO/CFO?Trust is everything. They need to know you’ve got the detail covered, that you’ll flag issues early, and that you’re not sugar-coating anything. It’s also about understanding what keeps them up at night and making sure the shared service function isn’t adding to that. You’ve got to be steady, honest, and clear with no fluff.What new key skills or attributes do you think the next generation of shared service managers are going to need to develop?Flexibility and digital confidence. Things move quickly now, and you’ve got to be open to learning new systems, new ways of working, and even letting go of old ways that aren’t cutting it anymore. People skills still matter too, probably more than ever. This current generation expect a work/life balance and flexibility – neither of which are bad things. So, ensuring you understand the needs of your team and the culture of your workforce is essential.Are new technologies like Artificial Intelligence having much of an impact on your role as shared service manager yet? What impact do you think they will have over the next few years?Absolutely, AI has arrived. The key is to understand it, leverage it and not be afraid. AI can be really useful to shared service teams. Some of the repetitive stuff is getting automated, which is a win if it means teams can focus on the work that really needs a human brain. Over time, I think we’ll lean on AI more and more. It’ll still need people who understand the bigger picture and can spot when something doesn’t feel right. Shared Service leaders need to embrace AI and make it work effectively for their business.Is it possible to maintain a reasonable work life balance at shared service manager Level or do you have to accept that there will be personal sacrifices in order to progress to that level?Honestly? There are busy seasons and tough patches where balance goes out the window. But I do think it’s possible overall, you just have to be clear with yourself (and others) about what’s non-negotiable. I’ve learned not to feel guilty about switching off, because you can’t pour from an empty cup.Away from core knowledge, what personality traits have been critical to your success as a shared service manager? Are these natural or have you worked on developing them?Patience, humour, and the ability to stay calm when things get chaotic. Some of that’s just who I am, but I’ve definitely had to work on things like not taking things personally and learning to pick my battles. It’s a people-heavy role, so you need thick skin, but also empathy. What is the one single best piece of advice you were given early in your career that still holds true today?“Don’t wait to feel ready - just start” and “dress for the job you want, not the job you’ve got” (I actually think I first heard that on a Jennifer Aniston movie years ago!). I’ve learned that you grow into roles, not the other way round. Don’t wait to be asked to step forward in your role. Go that extra mile. Say yes, even if your voice trembles as you say it. Most people are winging it to some degree anyway. In ConclusionSamanthas’s approach to leadership is the kind we all wish we worked with—real, grounded, and refreshingly human. From embracing AI to keeping empathy at the centre of decision-making, she reminds us that successful leadership isn’t about having all the answers—it’s about staying curious, stepping up, and staying calm when things get chaotic.Whether you're at the start of your shared services journey or eyeing your next big promotion, there’s something in Samantha’s story for everyone. And if you’re juggling a demanding role with life outside of work (who isn’t?), her reflections on balance, boundaries and being brave even when you’re not 100% ready hit just the right note.If you want to explore more of Samantha’s world beyond shared services, check out her brilliant book SEND Help!—a thoughtful, empowering guide for parents supporting children with Special Educational Needs. Because just like in business, when we work together, support each other, and lead with heart, amazing things happen.Looking for your next career move in finance or accountancy? At Sharp Consultancy, our expertise lies in matching your potential with the perfect temporary, interim, or permanent position. With a well-established presence in Leeds and Sheffield, our seasoned team of consultants extends their services across Yorkshire and beyond. Don't wait for opportunity to knock, reach out to us TODAYand let's chart your career path together.

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Starting a new job can be daunting, and taking up your first position at the helm of a team, department or company can present its own set of challenges. Whether you are the new person coming into an established group of employees or have been promoted within your existing organisation, what can you do to ensure that your step up into management is a success?

Making the move into management can be a tricky one; by this stage in your career, your ability to perform at a technical level has been proven but a leadership role is as much about motivating and inspiring others which means drawing more upon your communication skills, ability to build relationships and understanding emotional intelligence.

The performance of those you are responsible for will have a huge influence upon how you are viewed by your peers, senior managers and others within your team. Understanding how to get the best out of each individual, whilst meeting the objectives of the business and maintaining a motivated and happy workforce can be a tricky balance to achieve.

You may have to adapt your own style to suit those around you; what works for one may not have the same affect on another. And getting the required response and performance out of your team can be particularly challenging if you are stepping up and managing colleagues you previously worked with at the same level.

Here are our top suggestions to ensuring that your first few weeks in your new management role get off to a great start.

Get to know your team:

If you are joining a new company, it’s important that you get up to speed on who’s who as soon as possible. Learn as much as you can about each individual – their name, how long they have been with the company, what role they undertake, what they enjoy, what motivates them. Aim to spend some one-on-one time with each person early on so you can build up a great rapport from the outset. Invite people to share their views on what changes they would be keen to see but don’t introduce something just to win popularity points.

Find out about the company:

Arrange to spend some time with other managers at your level and key personnel in any departments you will be working closely alongside. Take on board any comments they make about the performance of your team or individuals within in, but be sure to form your own opinions before suggesting any changes. Similarly be careful in sharing your opinions about the direction you think the business should be heading; as a manager you will be expected to offer your view but being too opinionated without fully understanding the culture, vision and values of the business could see you making a poor first impression.

Be clear about what is expected:

Ensure that you understand what your boss expects from you in your new role and communicate to your team what you need from them to achieve success. Avoid any temptation to criticise your predecessor but instead explain why you would like to make any changes you plan to introduce and bring everyone on board. Make sure you establish clear lines of communication – especially in the early days – so you can be kept up to speed on how projects are progressing and can engage alternative strategies to address any issues which may arise along the way.

Work on your communication skills:

Everyone is different so be sure to take time to establish clear channels of communication with each person in your team – and remember, not everyone will respond in the same way so you will need to adjust your approach to get the best out of every individual. Also look to develop a good relationship with your own boss or company board and find out how they would like you to report into them. Are there regular management meetings? What will you need to produce by way of reports? What level of detail they wish to know? Establish how much they wish to know about what is happening on a day-to-day level and if they prefer to be kept up to speed by email, a phone call or a face-to-face meeting.

Take an empathic approach:

Being a good manager is also about recognising when your team members need support. If someone is underperforming, it is important to look to understand what issues may be having an effect and what solutions can be put in place to address the situation. Learning how to also recognise how your emotions affect your work will also play a significant part in addressing potential tricky situations and improve your communication and conflict resolution skills.

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