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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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WHAT IS A ‘LIFE CHANGING CAREER MOVE’ AND HOW DO YOU SPOT ONE

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​Just occasionally, though very rarely - so rarely that for many people it never happens - a life changing career opportunity comes along; for the lucky ones it may happen once, or if they’re very lucky indeed twice in their entire careers. I’ve seen them in my professional capacity and can confirm they are rare.

It happened to me, once, 24 years ago and by pure luck I spotted it (though I’m not sure I really understood what it was) and of course, that is when I joined Sharp Consultancy. I had three other offers the same week; two with Plc’s and yet I joined a fledgling business, with four employees, on the lowest salary of the four offers and went ‘backwards’ to be a trainee again after eight years of (slowly) climbing the ladder in banking. Family and friends thought I was bonkers.

I’ve seen many people miss their moment by either failing to see it or, more often, failing to grasp it. Their reasons are varied an I’ll go in to that a little later. First of all, what is a life changing career move?

Let’s start by saying what it isn’t. Most moves are progressive; they follow a similar path, perhaps with an elevated trajectory, but the theme and flavour doesn’t change materially. There is NOTHING at all wrong with these moves, indeed we could describe them as normal. Most people go through their entire working lives having nothing other than ‘progressive’ career moves; they climb the ladder, enjoy their work, get satisfaction from what is important to them - financial reward, responsibility, autonomy, status or anything else. They’re happy. No reason not to be.

A life changing career move is one that changes not just your job but changes the direction of your life. It changes the lives of those around you and that change, for you and your family and friends is material. It’s when you look back and say “Where would I have been today if I hadn’t……….?” It’s when you were able to achieve things you never thought you were capable of (again, I mean things that are important to you - these may include status and financial reward but may not be what’s important to everyone). It’s a feeling beyond being satisfied. It’s often hard for you to believe.

Occasionally the reason someone doesn’t grasp the opportunity is that they don’t see it. More often however, they see it but walk away. In my years doing this job I believe there are predominantly four reasons why someone walks away. All are understandable. Rarely are they conscious. It helps if you can see any one of them in yourself but that isn’t easy and, equally, it’s difficult to have someone point them out to you (chances are you won’t like having it pointed out and you’ll shoot the messenger ). Once you calm down and think it through rationally, you might just agree. So what are they?

1)      Fear. Fear of change, fear of growth, fear of the unfamiliar. This is natural – we are
programmed to be frightened of certain things (think of all the phobias out there: heights,
confined spaces, snakes, spiders, horses [OK that last one is just me]). Whether it’s the first
time you have to speak publicly, the day you get married, go to university, you leave home
and a whole plethora of other things, it is natural. What isn’t natural is allowing it to control
you otherwise you’d never do or achieve anything (though that’s sometimes easier said than
done).

2)      Self Confidence. Or rather the lack thereof. This is a huge topic and one I am not
qualified to comment on in any sort of professional capacity but have seen first-hand how
crippling it can be. Interestingly though, I am stunned by how many hugely successful
people suffer with this yet still find a way through or past it. It never leaves them but they
are able to override it. In fact, I think for some people it is the reason for their success;
always striving to prove to themselves they are worthy, they are good enough and they
push and push themselves to fantastic heights. Over the years, many CFO’s, MD’s,
CEO’s and partners in major accounting firms and private equity houses have all
confided in me that they have a problem with self-confidence. You really wouldn’t
have known if they hadn’t told you. Though it can lead to success, sadly, it rarely
leads to happiness. Listen to those around you and what they say about you - it’s often a
more positive view of you than the view you hold of yourself. Take heart from this, theirs is
usually the more accurate one and isn’t coloured by your lack of self-confidence.

3)      Ego. This gets in the way for so many people. They would rather do a job they don’t
enjoy, in an environment they don’t like, for a boss they can’t stand - even to the extent it
has negative effects on them and on their relationship with their families and their friends
- because they are an ‘ABC Director’ for one of the world’s most prestigious Plc’s/investment
banks/private equity houses/management consultancies/firms of accountants – delete as
appropriate. After all, what would they say to their friends if they moved to do something
less prestigious, or, heaven forbid, on a lower salary, even if it was more enjoyable?
It doesn’t fit with their self-image. There’s a sticker that you often see on the back of cars
(Land Rovers normally) that if I recall correctly reads ‘One life. Live it’. Good advice. Do what
makes you happy. There really isn’t much else that counts, especially not ego.

4)      Intransigence. Perhaps inflexible is a better word. If you’re ambitious you need goals
and if you have goals you need a plan. A career plan is a very good thing. I’ve seen people
achieve great things without a plan - but very rarely - and it always involves either unbelievable
luck or a level of brilliance that is simply in a different league to everyone else – both unlikely.
So Plan = Good. That well known 19th century Prussian Commander, Helmuth von Moltke
was credited with saying ‘No battle plan survives first contact with the enemy’. So Plan = Good.
The flexibility to change plan as need or opportunity arises = better.

Let’s say you had the goal to be a millionaire by the time you were 40 (ignore whether this is a
noble goal or not) and you had a plan about how you’d achieve it - how much you would save,
where it would be invested and so on. It’s a 20 year plan. After 10 years someone came along
and offered to give you the winning lottery ticket. Who wouldn’t take it and save themselves a
further 10 years of effort without guarantee of success? I’ll exaggerate now to prove a point
but the exaggeration is nowhere near as great as you might think.

Let’s imagine now that you wanted to be a CFO by the time you were 40 and you were offered the chance to be interviewed (we’ll assume good company, relevant opportunity etc) for a CFO role when you were 36 years old. Some people would jump at it. But a lot – and more than you would think - won’t because they have a plan and this wasn’t part of the plan. They walk away from the opportunity because “I have a good chance of making CFO where I am in under four years’ time, IF my boss retires a bit early when he’s 55 as he thinks he might, and IF Andy gets that move overseas that he’s looking for, that means Sarah will probably get promoted IF she passes the internal panel interviews and no-one externally who’s better comes along, and as long as that happens and IF the economy stays strong then I should get my chance at promotion to CFO IF I too pass the internal panel interviews, which should be in the next three or four years, all being well”. That probably made you laugh. A version of that happens all the time.

Life is a race. Some win, some don’t. ‘That’s life’ as the saying goes. A career is a race. Some win, some don’t, some don’t even bother entering. It’s a surprisingly short race. For most people after 40 years it’s over - and of that 40 most of the climb is completed in the first 20. And of that 20 a surprisingly large amount of ground has to be covered in the first 10. So if you’re in a race, try and ride the best horse. We can’t all ride the favourite, sometimes because we’re not good enough to ride it (a fact, not a criticism) and sometimes because we don’t like the favourite. But if you can’t or don’t want to be aboard the favourite make sure you’re sat on one of the front-runners. You might like the 100-1 horse but 99 times out of 100 you will lose. The favourite doesn’t always win, but there’s a lot more at stake than a £10 bet; there’s your career and a large part of your life - at least bet with a good chance of winning.

A final thought. There are no guarantees. Odds on favourites lose. Things out of your control can get in the way. Play the odds and opportunities as they arise. A lifelong friend of mine from my school days (now an FD) at the age of 48 achieved what he had always wanted; he did a MBO – 3 months before the pandemic struck. His business is in a sector that will struggle. Hindsight now shows us he may have been better not doing that MBO. But that was his Life Changing Career Move moment and he knew it and jumped at it. My heart goes out to him. It wasn’t his fault. That’s (rather crappy) life. Thankfully he’s immensely talented and level headed; his plans have changed, his company’s plans have changed and he and his business will probably find a way through. I hope so. Back to that car bumper sticker. One life. Live it.

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