SALARY SURVEY – OUTLOOK FOR 2022/23

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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After what for many has been a turbulent couple of years, we are again witnessing a period of immense change for businesses and organisations as they grapple with a return to ‘normal’.

The recruitment market is more competitive now than it has been at any time for a generation; and whilst demand for candidates is at an all-time high, supply has been artificially depressed. As a result of the vast number of injections of flexibility into working practices and increased staff retention efforts, there is a far lower desire amongst employees to make a move than we would normally expect to see.

And for companies, it simply hasn’t been a case of a return to life pre-pandemic; sensible employers will have had to adjust their outlooks and consider hard what the potential impact will be long term of the decisions they are taking now to appease their employees.

Demand for top talent is high and with a scarcity of candidates, many employees may feel that they are in a stronger position to work the situation to their advantage in order to secure, not only the salary and benefits package and career progression routes that they desire but also, the working hours and flexibility that they feel they are entitled to insist upon so that work does not become an ‘inconvenience’ on other areas of their lives.

Expectations are changing; where previously it may have been viewed that leadership roles and accompanying salaries came with certain ‘sacrifices’, there is a huge pendulum shift as the drivers for flexibility move beyond adjustments for say, childcare or caring responsibilities, into lifestyle and personal interest choices which, pre-pandemic, would have been fitted in and around the demands of the job.

Employers need to balance the fine line between the consequences of any decisions that they make to accommodate employee demands and ensure staff retention alongside the impact that these may have upon other team members and business productivity.

Businesses that have been afforded with good retention records in recent years and have not had to go out into the market on a regular basis, may find that in the current market - where salary levels are moving rapidly and are extremely fluid - their own salary and benefits packages are a little out of line. They must weigh up the impact of a couple of resignations and – assuming that your top talent is likely to be approached – decide if pre-emptive measures are needed to address any shortfalls.

Reviews will need to be conducted more frequently – half yearly or in some cases quarterly – and whilst benefits themselves haven’t seen much change, employers should be mindful of the current market situation and consider, in scenarios where bonus levels could be increasing, introducing a claw back option into contracts.

The fluidity of the market makes it imperative to seek out specialist advice and assess situations from both employer and employee perspectives – if as a business you are hearing there is a lot of demand for candidates, you can be sure that the same advice is also being given to your employees if they are on the look out for a new opportunity.

Will we see much change? With a swirl of events both home and abroad possibly having a significant impact on consumer spending and potentially slowing down predicted growth, the coming 12 months look to be anything but predictable.

Lee Sweeney is Executive Director at Sharp Consultancy and advises major accounting practices, venture capitalists and banks in the North of England on the appointment of senior finance professionals; contact Lee on 0113 236 6300 or lee@sharpconsultancy.com