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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 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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Securing the best talent can be a challenge for any organisation and in a candidate-led market you may have found yourself in the position where your first choice for the role has turned down your job offer. There can be any number of reasons for this; some may be completely out of your control however there are several steps that you can take as an employer to put you in a prime position and make them an offer they simply will not be able to refuse.

Reason 1: A slow recruitment process

This is undoubtedly one of the primary reasons why your favoured candidate may no longer be in the market for a new role. If you think a candidate stands out from the crowd then the chances are that other employers looking to fill a similar position will think the same! Top talent will be in demand and it is often the employer who is able to move swiftly and make a strong offer that reaps the rewards.

What you can do: Ensure that your recruitment process is as streamlined as possible with the key decision makers involved so there are no delays when you have identified the best person for the role.

Reason 2: Uncompetitive salaries

Whilst a good salary on its own is unlikely to be enough to sway the best candidates, offering too little could increase the chances that they will accept an offer from elsewhere if they feel they can command more for their skills. The top candidates are very likely to be at the higher end of the salary bracket for their role and their current employer could look to make a counteroffer to retain them.

What you can do: Ensure that you are offering competitive financial renumeration packages and benchmark salary levels against similar roles in other organisations. Bear in mind that salary benchmark tools will provide a useful point of reference, but these should be used as a guide and you will need to apply your own circumstances when determining your final figure.

Reason 3: Lack of benefits package

Today’s top candidates are looking beyond the salary on offer and weighing up the full benefits package that is potentially available. Not only will a comprehensive package carry financial ‘value’, but it can also demonstrate a company’s commitment in a range of areas such as employee wellbeing.

What you can do: If you do not currently offer a benefits package, look to put one in place as soon as possible and review on a regular basis. Consider what benefits are most likely to appeal and bear in mind that these may be different depending on a person’s career status or life situation. To really attract the best talent, where possible build in an element of flexibility to enable your employees to tailor their package to suit their individual needs.

Reason 4: Poor work-life balance

The last year has demonstrated that it is much more possible to work effectively from home. Whilst in time there will more than likely be a return to workplaces, it is expected that more employers will give staff the opportunity to continue to work at least a portion of their hours from home. Sticking steadfastly to the traditional office based 9-5 could be off-putting to candidates looking to achieve a better work-life balance.

What you can do: Put in place and review a flexible working policy which enables employees to tailor their hours around childcare needs or arrangements outside of work whilst still meeting the needs of the business. Even simple things like allowing employees the option to take longer lunch breaks to enable them to attend an exercise class will help boost morale in the team.

Reason 5: Lack of progression opportunity

Even the best salary and benefits package is unlikely to see the top candidates overlook a lack of progression opportunities. The best talent will be ambitious and will be looking to see how you can help them achieve their career goals.

What you can do: Outline the training and development opportunities that will be provided by the company. Describe how you see the successful candidate contributing to the future of the organisation and be clear to demonstrate that there is room to grow in the company. Create excitement about the opportunity to join the organisation and look at the possibility of introducing them to the team they will be working with so they can start to build a rapport.

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

MAKE THEM AN OFFER THEY CAN’T REFUSE - HOW TO SECURE THE TOP CANDIDATES

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