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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 right​What 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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AS WE LAUNCH THE SHARP CONSULTANCY 2019/2020 SALARY SURVEY, REGIONAL DIRECTOR AARON PEPPERDAY TAKES A LOOK AT HOW HIGH DEMAND FOR TOP TALENT IS AFFECTING THE ACCOUNTANCY AND FINANCE SECTOR ACROSS THE REGION.

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​Over the last 12 months we have witnessed candidate demand far outstripping supply across many areas of the market and early indications show that trend is set to continue throughout 2019 and, potentially, on an even bigger scale.

We are very much seeing a candidate driven market and as a result recruitment is becoming more creative – and often aggressive – as employers step up their efforts to secure the top talent.

Whilst salary levels remain strong and we are witnessing good growth across many roles and levels, more emphasis is being placed upon offering flexible working opportunities, desirable benefits and soft perks such as the ability to buy additional holiday and tailor-your-own employee discounts in order to gain the edge over the competition.

In the current conditions with demand outstripping supply, employees are aware that they can earn – and often command – very good salaries. Yet, whilst this remains high on their list of requirements, savvy candidates are looking far more closely at roles which offer strong progression opportunities and positive working environments to go alongside the financial rewards.

Companies are becoming much more attuned to this way of thinking with an increasing number recognising the need to further improve their benefits packages – potentially alongside the ability to tailor these to suit individual needs – as well as ensuring clearly defined career paths are mapped out and positively communicated.

With high demand and lower levels of supply, employers are adjusting their approach, allowing themselves to flex their requirements to a greater degree. Those open to exploring candidates with a wider range of skills and experience rather than maintaining a firmly rigid view of the ideal appointment are more often than not, the ones that are reaping the rewards.

The market has seen key pinch-points develop over recent years and in particular we are witnessing a shortage of second (or third) time movers particularly across the south of the region where there are fewer people looking to make the move from the profession into industry. Competition is high and employers, recognising that this trend is set to continue, are looking to invest in the future by snapping up good quality graduates and candidates at more junior levels and bringing them through the ranks.

Whilst the economy has experienced growth in recent years, a level of uncertainty has remained which has made many employees somewhat reluctant to taking risks when it comes to making a move. However, with supply continuing to be a challenge facing employers, there remains a focus upon employee retention and ensuring the right balance between attractive salary levels, promotion and progression opportunities and job satisfaction is crucial as the perceived risk of making a move diminishes should one or more of these factors be out of kilter.

The above editorial is an extract from the Sharp Consultancy 2019/2020 Salary Survey; a full copy can be downloaded here.

Sharp Consultancy specialises in the recruitment of temporary, interim and permanent finance professionals.  With offices in Leeds and Sheffield our highly experienced team of consultants recruit for positions throughout Yorkshire and beyond CONTACT UStoday to discuss your recruitment needs with a member of our team.