HOW OWNER MANAGED BUSINESSES CAN GUARANTEE TO

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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Attracting top senior finance talent is a challenge faced regularly by every organisation and for SMEs and owner managed businesses, it is vital that they recognise and understand the particular nuances of the market place – and what they can do - in order to successfully secure the right individual that will make valuable contributions to their operations.

When making a move from professional practice – or when considering their next move in industry –– many candidates are attracted by the distinctive opportunity this career step offers them to play an influential role in shaping the direction of the business and utilise and develop their technical skills, knowledge, leadership qualities and management style to support an operation’s overall strategy.

There are however, some common pitfalls which small and medium sized enterprises find themselves coming up against; and whilst many niche operations are strong, well established performers within their specialist sectors, outside of their particular industry circles, their standing may be relatively unknown. Without an instantly recognisable brand that’s on a par with the major national and regional players, it is essential that every possible step is taken to ensure that the cream of the finance crop want to seize the opportunity to come on board.

Develop a clear – and realistic - job description

It is very much understood that within SMEs there will be a requirement for individuals – particularly at a senior level – to wear different hats and to undertake duties and responsibilities outside of their core job role. It is therefore not uncommon to find that the job performed by a finance manager at one operation will vary from that of their peers even within businesses of a similar size or within the same sector. Whilst there is the temptation for business owners to try and get as much bang for your buck, it is vital not to over stretch roles and expect one person to do too much. In order to attract the right calibre of individual, ensure that there is an attractive job description which demonstrates real clarity as to what the core function and requirements of the role will be.

Understand the aspirations of the business

Successful recruitment depends on a clear alignment between the aspirations and objectives of a business and how by contributing towards their achievement, employees can attain their own personal career goals. There must be a synergy between both, particularly if the progression path is not immediately obvious in terms of a traditional route for promotion. By developing and discussing as part of the recruitment process, sensible – yet inspirational and challenging – aspirations for the business, you will be able to identify those candidates that share similar goals and ambitions and are hungry to play their part.

Understand what the key priorities and objectives are for the role

Having a clear focus on the immediate priorities of the role will ensure that during the recruitment and interview process, the emphasis will be firmly upon identifying the candidates best placed to deliver and achieve against these. For example, if the main reason for bringing somebody on board will be to drive forward a certain short to medium term project that requires a particular skill set, the priority must be to assess which candidates can deliver this for the business. In doing so, it is important to be open minded to the possibility – and not consider it a failure - that they may not necessarily see this as being a job for life and, after two or three years when they have successfully delivered the function that they were primarily recruited to achieve, may choose to move on.

Build a strong social and online business media profile

The wealth of social and online media platforms provide continual opportunities for potential candidates to learn more and come into contact with a business way before they may even consider a role with the company. Whilst smaller organisations may not have a dedicated marketing department or the resources that larger corporate businesses have at their disposal, ensuring a proactive and positive presence across influential sites such as LinkedIn and Twitter and keeping a watchful eye on review sites such as Glassdoor is key to attracting high calibre candidates.

Consider the interview process

The interview process should be thorough and designed to challenge potential candidates however it is not necessarily the case that the ‘toughest’ interviews will see the best person rise to top. It is important to remember that an interview is very much a two-way process and it is as much about someone establishing if they wish to join the business as it is about identifying the right person for the role - at a senior level, candidates will want to know that there are opportunities available to bring value to the operation.

Ensure the interview process is engaging by carefully considering the style and format of the interviews and who is best placed to conduct these in order to establish the right person – and, whilst at this level it is essential that there is a strong rapport with the business owner, skills gaps that could affect a candidate’s ability to perform the role should not be overlooked because they are the most likeable.

Time is of the essence

Be sure to keep the recruitment process moving at a timely pace and don’t allow your preferred candidate to slip through your fingers; good, strong candidates will get snapped up quickly so ensure you don’t miss out by delaying making an offer whilst you wait to see if someone else will come along.

Be creative and flexible with salary and benefit packages

A competitive salary will always be important when looking to attract the top candidates but it is worth giving additional thought to the growing influence of softer benefits on a person’s decision when weighing up a job offer. Businesses that can be creative and tailor reward packages – such as offering the opportunity to buy additional holiday, provision of flexible working, discounted gym memberships – will be in a stronger position to attract the best candidates by introducing incentives that matter to them.

See the recruitment process as an investment

Making the wrong choice on who to employ can result in a significant cost to the business which will far outweigh any financial ‘saving’ made from not engaging a suitable recruitment partner from the outset. To increase the chances of longer term success, recruiting talented individuals must be seen as an investment worth making with true value attached to their ability to guide a business through and drive the process forward. Business owners must also take into account the cost of their own time – which will be taken away from running their business - which will need to be dedicated to each step of the process including perusing CVs, deciding which candidates to take forward to interview, analysing each person’s strengths and weaknesses, all of which can be hugely time consuming. Going it alone and utilising job boards will scratch the surface of who is looking at that particular point in time but this doesn’t allow for being able to reach into the market and access an established network of contacts to identify potentially ideal candidates that are not actively looking.

Sharp Consultancy specialises in the recruitment and executive search 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 recruitment needs or next career move.

HOW OWNER MANAGED BUSINESSES CAN GUARANTEE TO ATTRACT TOP TALENT