ASK THE EXPERT – NATIONAL PAYROLL WEEK

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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What are payroll professionals looking for from employers when considering their next move?

Sharp Consultancy offers candidates and clients a team of highly experienced specialist consultants who are immersed in the region’s transactional finance market and can offer expert knowledge and unrivalled understanding of the marketplace.

All this week, we have been highlighting some of the key trends and issues affecting the market which has seen our team of specialist consultants share their in-depth knowledge and expertise to offer the best possible recruitment advice to employers and candidates working in the sector.

To round off National Payroll Week (Mon 6 – Fri 10 Sep), Liam Connolly, Consultant offers advice to those considering their next career move.

Payroll professionals have very successfully adapted to remote working over the last 18 months. Most candidates are now looking to continue in this vein and in many cases are seeking out a hybrid of remote working and office based working practices which allow for greater flexibility whilst retaining regular in-person contact with their colleagues. Additionally, as the CIPP has become more recognised candidates are much more forthcoming about requesting study support to pursue further qualifications, and in line with this, opportunities for progression are also of high importance to candidates.

Currently, the market is very candidate light; for many, the motivation that they had to move say, 18 months ago, simply isn’t there. With many businesses overhauling their approach to flexible and home working due to the pandemic, a vast number of ‘reasons to move’ have somewhat vanished almost overnight. The removal of lengthy commutes, achieving a better work life balance, reducing face-to-face contact with difficult team members, have all contributed significantly to a higher reluctance to look for new roles. And as a more ‘balanced’ approach to office and home-based work becomes more of the norm, businesses will need to work much harder to develop and promote their own individual USPs around culture, progression opportunities, training pathways and increasing responsibilities to attract top talent to their organisation. Candidates must be savvy when it comes to weighing up these nuances and not be swayed simply by the promise of a higher salary or better benefits.

In the first instance, candidates should have a clear reason for wanting to make a move from their current role, whether this is to achieve a better salary, gain a higher level of responsibility or desire to explore similar roles within a different industry sector. It is vital that candidates can align what their potential new employer is looking for with specifics about their current role and are able to speak in detail about key aspects of their skills and experience such as volume of payroll, weekly or monthly frequency, timesheet staff etc; they also must look at each company’s own objectives and understand how they will be able to help them achieve their career ambitions.

Those candidates who can offer knowledge and experience that may be valuable to a new employer - for example awareness of international payroll, understanding of pension deductions and furlough scheme contributions - will find that they are able to stand out from the crowd and secure the pick of available opportunities. And as the requirements of payroll professionals evolve and the role is viewed less as an administrative position and with more emphasis upon value-added management information, it is vital to ensure the right personality and culture fit along with a skill set fit that is right for both parties.

Integrating new employees has been a challenge for many businesses in recent times; ensuring that new employees receive the right amount of attention, training and integration from the outset whilst working remotely has presented opportunities to explore new methods for team meetings, developing strong support networks and utilising one-to-one training via virtual platforms. Candidates are keener than ever to understand the onboarding process and employers that blend flexible working patterns, attractive training and progression opportunities and a positive work environment will find themselves in the strongest position to secure the best talent.

Sharp Consultancy specialises in the recruitment of temporary, interim and permanent transactional finance professionals across the full spectrum of roles including accounts payable, credit control, payroll and purchase ledgers. With offices in Leeds and Sheffield our highly experienced team of consultants recruit for positions throughout Yorkshire and beyond. CONTACT US today to find out more.