MORE HARM THAN GOOD?

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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Those of you that are regular readers of my articles will know that their content is often inspired by something I have recently read or an exchange that has taken place which I’ve been mulling over in my mind for several days afterwards. That was very much the case again, however thanks to a timely phone call from a long-term business associate, you have been spared a tale involving a white shirt, laundry day and a rather unflattering revelation – which I’m not yet quite over - from my wife.

During one of our regular catch ups, my client and I commented that we had both recently read the same article with some interest. The headline – and I paraphrase at this point – claimed that Yorkshire had seen 25 per cent fewer insolvencies in 2020 when compared to 2019. And whilst, at almost any other time, fewer companies going out of business year on year would generally be welcomed by many as a positive, we were both somewhat surprised, considering the year that was in question.

Let’s be under no illusions; 2020 was a year like no other and whilst some sectors found that lockdown restrictions offered them opportunities to grow there were many more that faced – and are still facing - countless struggles and uncertainty which will take months if not years to recover from. So how could it be the case that during the most unprecedented 12-month period for businesses ever, more somehow managed to survive when compared to the previous year?

Without wishing to get political, one of the suggestions that came from our conversation was that the Government support packages have done what they set out to achieve and – whilst not perfect, with many firms and individuals falling through the cracks- these were in the most part, widely available and quickly implemented, particularly if you consider the furlough scheme. But have they been too generous in some instances? Certainly if we were looking at the number of businesses that didn’t survive being on a par with the previous year – or even slightly higher – you could conclude that the support offered had been about right as the number of casualties showed no real differences and the equilibrium maintained.

However, and whilst I certainly don’t begrudge them their survival, are we potentially facing a situation where businesses have survived because of the support they have received and in any ‘normal’ year, when such packages would not have been in place, they would have found themselves without a future?

What would be the downside to this? Jobs have been protected and businesses have survived to see another day. But in doing so, does this hamper the ability of companies to recover overall?

Take any ‘normal’ year, not all businesses survive, and the stronger operations would move into the space they vacate and take advantage of the resulting opportunities in order to grow and invest. Jobs are created, expansion takes place and so on and so forth. However, what we could now see is an artificially false competition – businesses which in any other year would not have survived, have been given a reprieve and are now fighting for their lives and, in doing so, may potentially be prepared to lower their costs way below the rest of the market making the route to recovery for a far greater number of operations a much more drawn out and difficult journey to travel.

As we tentatively ease our way out of lockdown, hopefully for the final time, it remains to be seen if the support that has been so heavily invested – currently to the tune of upwards of £280billion and counting – has indeed ensured the country can recover as quickly and as painlessly as possible or if, for some, it has simply delayed the inevitable and once that support is withdrawn, they find they are unable to survive. The question remains, will their prolonged existence have far reaching consequences for companies on the next rung up the survival ladder from which they may struggle to overcome?

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.