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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 right​What 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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USING YOUR JUDGEMENT

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We are taught from a very early age that it is wrong to judge people – and, it goes, without saying, rightly so. It is universally agreed that it is unacceptable to draw conclusions – or make a judgement – about a person based on factors such as, amongst other things, their age, their gender, their religion.

However there is a very fine line between being judgemental and using your judgement and – in my humble opinion - as a recruitment specialist, when it comes to assessing a candidate’s suitability for a particular role, using one’s judgement is absolutely fundamental to getting it right.

During the recruitment process, the ability to weigh up an individual based upon their skills and experience is, without doubt, essential and a very necessary part of the process. But to exercise good judgement and see beyond what is written there in black and white – to understand the difference between intelligence and common sense – is far more complex, and it’s not always as easy to get right as you might think.

Why is that? It’s probably fair to say that people often have an unrealistic view of their own capabilities; whether that is a tendency to over inflate their ability or, through a lack of self confidence and belief, they are unable to accurately assess their worth and are unable to see themselves in the same way that someone else sees them.

Their judgement is impaired. And if they are unable to ‘judge’ themselves – or rather they judge themselves incorrectly – then it’s up to the skill of the recruiter – and their ability to exercise good judgement - to determine the right conclusions from the information that they present about themselves.

In recruitment, making the right judgement about a person is critical. The impact upon a business – the amount of time spent and money invested in the on boarding process to bring a new person into an organisation – can be quite frightening, making it imperative that you get it right.

I’m asked many questions when speaking with clients or potential clients about their recruitment needs. ‘How many candidates do you have registered?’, ‘Can you find good candidates?’, ‘Do you know how to headhunt the best candidates?’. These are all very relevant questions; and ones that I would expect every recruitment consultant worth his or her salt to be able to answer and demonstrate without too much trouble at all. However, these are only valid lines of enquiry if the recruiter in the spotlight has the capability to judge what is or isn’t good and the one question that I am never asked – and the one which I think would tell far more - is ‘When it comes to people, have you got good judgement?’.

Let’s expand upon that thought. When asked if I can find good candidates, the short answer is yes. And not just good candidates, but very good candidates. But just because they are a ‘good’ candidate – that is to say they tick all the right boxes and can fulfil the requirements outlined in the job description – does that mean that they are a good candidate for this particular role? That is where judgement – my judgement – comes into play.

Say for example a candidate’s CV indicates that they have a degree from a well respected university – tick, they trained at a leading accountancy practice – tick, they qualified with flying colours – tick, and to date, have changed jobs on a number of occasions with each move seemingly resulting in a step up the career ladder. This could indicate someone who is bright, ambitious, and talented; someone who is sought after by employers. A good candidate you might say and someone who is very likely to make the interview shortlist on more occasions than not.

But, upon closer investigation, you identify that they have in fact held a number of jobs in a relatively short period of time. And they have only secured a promotion when they have changed employers. So rather than being someone that is really going places career wise, this could indicate that this is someone that their current employer is not prepared to invest in any further. Could it be that they don’t live up to expectations, that they don’t fulfil the promises that their CV or their performance in an interview might suggest? Or it could be an indication that they themselves have poor judgement if, after a relatively short time, the role isn’t what they thought it would be? Or perhaps the culture of the organisation doesn’t suit. Or they have a poor relationship with their boss. And whilst on the surface these are very legitimate and valid reasons for seeking a new position, one could – and should – be asking questions to ascertain if they did indeed display bad judgement or was it a case of bad luck?

We are all familiar with that well known phrase – ‘never trust a book by its cover’ – and its sentiment certainly rings true when it comes to hiring people; if your recruitment specialist has that rare ability to exercise good judgement, to look beyond the surface of what is presented to them and can weigh up the reasoning behind particular decisions, then your chances of making a successful appointment will undoubtedly be increased.

Sharp Consultancy specialises in the recruitment of finance and accountancy professionals.  With offices in Leeds and Sheffield our highly experienced team of consultants recruit for temporary, interim and permanent roles across the full spectrum of positions throughout Yorkshire and beyond. CONTACT US today and speak to a member of our team about your next career move.