FIVE MINUTES WITH….LUCIA VILLAMOR

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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Diversity and inclusion are essential for today’s modern business as the variety of people from different backgrounds, specialisms, cultures and experiences ensure a balance of outlooks and voices that can help shape an organisation’s culture and support its recruitment and retention programme.

From increasing creativity and innovation to creating happier employees and boosting productivity, the importance of a clear and proactive diversity and inclusion strategy is fundamental. Recently Executive Director Lee Sweeney caught up with Lucia Villamor, Partner – Investor Relations at Endless, who he placed, to discuss how the private equity investor’s approach has had a positive impact on her career to date.

Lee Sweeney (LS): Firstly, congratulations on your well-deserved promotion. What does your new role involve and how has your career developed?

Lucia Villamor (LV): Thanks Lee. My role at Endless mainly consists of managing relationships and communications with existing and potential investors in our Funds and project manage our fundraising processes. I studied Law at University in Spain but I did not fancy a legal career so ended up moving to the UK and doing a post graduate degree in Business Administration at the University of Leeds. I joined Deloitte straight from university where I spent three years in the Audit team and qualified as a Chartered Accountant. Following this, I joined the Commercial Due Diligence team – I was there for another year before moving to Endless in 2008. Initially, I worked within the Investment team where I had both portfolio and transaction responsibilities, before moving across to Investor Relations in 2015.

LS: Having gained experience in a number of different areas, what made you choose this particular career path?

LV: The variety of work in Private Equity was a real draw for me; we get to see a range of different types of companies in what are often very diverse industries and work with management teams that embrace different leadership styles, ambitions, challenges to help transform businesses. Since moving into Investor Relations, I thrive on meeting investors from across the world, understanding their aims and their organisations and helping to generate real value for them.

LS: When you look back to the time when you joined Endless, can you remember what it was that attracted you to this particular role and organisation?

LV: Yes, whilst working at Deloitte, I enjoyed getting under the skin of different businesses and industries during Commercial Due Diligence assignments. We worked mainly for Private Equity businesses advising them on potential targets or helping them prepare existing investments for sale. However, I wanted to see what happened on the other side after the transaction had taken place and the new owner set off to deliver their value creation plan. I had a strong interest in being on the other side of the table and wanted to experience what it would be like to see and work with a business that was being transformed. Endless had a great reputation in the market as an experienced, responsible investor and I liked their ethos of “making businesses better for everybody”.

LS: One thing that has always come across when I’ve worked with Endless, or talk to others in the industry about them, is they have a real and genuine focus upon supporting diversity and inclusion in the workplace. Is this something that you have seen during your time with the organisation.

LV: Absolutely. We have a Diversity & Inclusion team which in the past two years has done fantastic work to bring D&I to the forefront of our agenda. We have worked very hard at reviewing our recruitment practices, we have reviewed our parental leave policies and we have supported a number of industry initiatives such as Level 20 and the 100 Black Interns Program. We also try to promote flexible working and emphasise to the team that we care about results and not hours spent in the office – that really helps people who, for example, may have family commitments, like myself.

LS: How did this approach help you in your career development?

LV: It has made a huge difference; by having a very progressive flexible working policy and a culture where you can have open, honest discussions about your career, I’ve never felt that I’ve had to make the same career versus family compromises that I’ve seen others have to make. When you look at the team page on our website, it is very clear to see the importance the company places on diversity and inclusion and how this is reflected in our people – this in turn encourages others to want to join and be part of a business with a progressive outlook.

LS: What do you think employers need to have in place to support their employees achieve their career goals?

LV: Without a doubt, there should be more emphasis placed upon mentoring and sponsoring to support employees – and this doesn’t necessarily have to be from an individual’s line manager or boss. Often the best mentor/mentoree relationships are developed by those who may not necessarily work closely together on a day-to-day basis but they have skills, experience or an outlook which the other can benefit from. There also has to be an openness around communication – from both sides - particularly when it comes to discussions about career ambitions as well as honest feedback on development areas. Difficult conversations are never the most comfortable for either party involved, however by approaching them honestly and constructively, far more will be achieved in the long run.

LS: Would you say there has been somebody who has supported you as a mentor and how do you feel they influenced you?

LV: I think the value of mentoring is something which should never be under-estimated and is something which, when approached correctly, will have real benefits for both the mentor and the mentoree. I have learnt a lot from our Managing Partner on how he communicates to investors and other stakeholders. We have our own “in-house style” - I think our investors appreciate and respond well to it and he has played a key role shaping this up over the years.

LS: What would you say has been a particular challenge that you have had to overcome and how did the guidance or support that was put in place help?

LV: The move from the Investment team to Investor Relations was a big one and I felt a bit out of my comfort zone at the start. I did a lot of listening and observing and had a lot of support from our two founding Partners whom I learnt a lot from. It made me realise that is good to push yourself into unfamiliar areas sometimes – it’s one of the best ways to learn!

LS: There’s also a real focus upon ‘celebrating success’; is there an achievement that you are particularly proud of?

LV: I agree and it’s so important to celebrate success whether that is something achieved as an individual or as part of a team. It’s also important to support and celebrate the achievements of others. I was very proud of the Endless V fundraise back in November 2020. We hit our fundraising target in 12 weeks in the middle of a global pandemic. We were so pleased with the support from existing and new investors. And from a personal perspective, I was also very proud to be promoted to Partner earlier this year.

LS: If you could offer one piece of advice to someone – regardless of whether they were at the beginning of their career or about to make a move into a senior role – what would it be?

LV: I think whatever stage you are at in your career, this same piece of advice rings true - work as hard as you can and be brave!

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