STRATEGIC HIRING - HOW TO GET AHEAD OF THE CURVE

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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Consensus. Normally it’s hard to get more than five people to agree on the time of day so it’s unusual to have such a wide consensus, consensus across hundreds of businesses and business leaders, but my anecdotal evidence is that we have just that. So what is the consensus I refer to? Just this; everyone agrees that no-one has any real idea what the next 12 months will bring. Forecasting is nigh on impossible and this would be highly amusing if it wasn’t so serious. A CFO friend of mine told me that the auditors had queried his going concern forecast. Fair enough. He asked them how they would do it differently and if they had further ideas or information that could make it more certain. The forecast stood.

And that’s the problem; how do you run a business when you really have no idea what is going to happen, when the variables are so great and there has never been so many ‘what if’s’. I can’t say I can answer that any better than anyone else.

I do know though that quality management teams nearly always find a way. Sometimes there is no solution to be found and that is terribly sad, but on the whole the best teams find a way forward. However, ‘good’ in a pre-covid economy may not be ‘good enough’ in a post-covid economy. The qualities needed to navigate a ship in calm waters may no longer be sufficient in one hell of a storm. This is praying on the minds of investors, lenders, owners and management teams a lot at the moment. I have heard of so many inspirational stories since March it just shows what is possible when the chips are down. I’ve also heard of some less inspirational stories too.

Strategic hiring is something we normally associate with a benign or growing economy, when the future looks pretty certain and rosy, where key people are tracked for some time before finally
being fitted in as the perfect peg in the perfect hole. Measured, thoughtful, careful, strategic hiring all as part of a five year master plan. Horizons are no longer five years. Or three. Three months more like and that’s stretching it on occasions.

If we accept that the only certainty is uncertainty that at least gives a business something to plan around. In turn that allows businesses to assess their capacity to cope with change, rapid and sometimes unforeseen change. You may not know what’s around the corner but you can know whether you have the capabilities to not only cope but also to extract every ounce of opportunity from whatever that ‘corner’ brings. In short, you can think strategically about your management team’s capabilities and you can and should make strategic hires before the need arises, in the knowledge that when the need becomes suddenly apparent it will already be too late to fit that perfect peg in the perfect hole.

Demand for many skills will change and for some reduce over the next year. Demand for those that can manage change and excel under stress though will be huge; supply is already diminishing.
Given the chance and a little time we at Sharp Consultancy almost always find that perfect peg. Give yourself the time to get ahead of the curve (or should that be corner) and give me a call.

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