A CUT ABOVE

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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A desire to work with people led William Pleasance to enter the barbering industry but with a flair for sales and a commercially focused mindset, he has swapped clippers for CVs and is now forging ahead with career in a recruitment. We caught up with William – a consultant in our Leeds office – to find out more.

Tell us why you wanted to work in recruitment.

After leaving full-time education, I wasn’t fixed on a particular career path; I knew I wanted to work directly with people and after moving from barbering to business to business sales I was keen that my next move would allow me to partner both my commercial and people skill sets – recruitment was the natural choice.

Do you specialise in a particular area of recruitment?

Each consultant at Sharp has a particular area of expertise which allows us to fully immerse ourselves in the market and understand the key factors affecting recruitment at each level and across different geographic locations. I specialise in the permanent placement of part qualified to newly qualified finance professionals across the North and West Yorkshire working predominately with a client base of private businesses in all industries, excluding practice.

How is the current marketplace and what are your expectations for how the next 6-12 months will look?

The current market going into 2022 is very busy following a strange couple of years. We have seen a huge increase in demand from businesses for the part qualified and newly qualified professionals and, as we are yet to fully see a spike in active candidates following the Christmas break, this demand currently outstrips supply.

What are the main recruitment challenges being faced in this area?

The main challenges we face are due to a shortage in candidates. The reasons for people seeking a move now are very different to what they were pre-Covid. Work life balance is a huge factor for people. Whilst we are seeing high candidate demand and low supply, salaries and packages will naturally increase as businesses compete to attract new talent and retain existing members of staff. Not only that, active candidates may find they have multiple opportunities to choose from which means companies must first attract them into applying for a role and then potentially re-attract them during the latter stages of the recruitment process.

What should employers be doing to overcome these challenges?

Employers need to fully understand the challenges of the current marketplace and look at where there can be flexibility in the recruitment process and their requirements for the role.

Salary is – and will remain – a crucial factor, however, employers should consider all options and not jump in at a higher salary level. There may be opportunities to look at bringing in a candidate at a lower salary point and level of experience and investing in their future.

The option of flexible working is becoming much more of an expectation amongst candidates, whether this is hybrid working or working hours on a flexi timetable. Those employers that can blend the needs of employees who want office-based time alongside those for whom an element of home working is a priority will find they are in a stronger position to cherry-pick the best candidates.

In times of candidate shortage, speed is very much of the essence and any delays – even by so little as a day – can see good candidates either snapped up or attracted by additional opportunities making it even more competitive to secure your first choice.

What particular skills are currently in demand? What should candidates be doing to take advantage of this opportunity?

Commercially focused and analytical skills are in high demand as businesses look for their teams to identify both risks and opportunities which can be capitalised upon to generate value. Candidates should be aiming to broaden their technical ability which will see them add another dimension to what they can offer and pay dividends in the future.

What should candidates be looking for when considering a new role opportunity?

Try to not only identify what you want as an immediate return from your next move, but also consider what you want and where you want to be in say five years’ time. For example, salary may be the driving force right now, but once you have secured an increase what else does that opportunity offer you by way of career progression and supporting your overall goals and ambitions? Candidates should look for a supportive business, supportive direct manager and a role that gives as much exposure to the full finance function which is essential in order to accelerate your career in the right direction.

What advice would you give to a client about recruiting?

Employers should look at what they can offer candidates external to monetary benefits. Whilst money is important, the top part-qualified/newly qualified candidates will be keenly looking at the exposure the role gives them and the study package and support from both the business and direct manager.

Sharp Consultancy specialises in the recruitment of temporary, interim and permanent finance and accountancy professionals. 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.