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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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GAINING MOMENTUM

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This year, for most of us – whether by choice or through circumstances – we have been afforded a little bit more ‘me’ time. I’ve recently taken the opportunity to read, or rather re-read (actually its possibly re-re-read), a book which looked at why some people are able to achieve more in comparison to their peers and many of the points being examined resonated as much, if not more, with me this time around as I applied the author’s thinking to what I see every day working in recruitment. We probably all remember being a child and hearing the story about the hare and the tortoise? It’s a familiar tale; the super confident hare sets off at such a pace that he feels he can afford forty winks and still beat the cumbersomely slow tortoise to win the race. The outcome – which has no doubt been repeated by parents time and time again – is that it is the tortoise who in fact claims victory and the moral of the story is that ‘slow and steady wins the race’.

We tend to focus on how it is the hare’s 'sure-of-himself attitude' that causes his comeuppance, but, just for a minute, let’s consider what it was about the tortoise’s approach which resulted in him gaining success and how that can play out when we apply that to achieving our own career ambitions.

What we are seeing is momentum. Rather than charging off at a break-neck speed which cannot be sustained for the duration of the race, the tortoise adopts a much more manageable pace which he is able to maintain for far longer. And the real undoing of the hare was that after stopping, he found that it was much, much harder to get going again.

How does that translate into the work place? It’s quite simple really. Essentially, it comes down to doing most – if not all – of the right things for most of the time. Being consistent, getting better results for putting in small amounts of effort into tasks over a sustained period of time as opposed to having to make a huge effort to get something done in a shorter time frame.

I thought about this some more in the context of candidates that I’d interviewed and placed over the years; what sets those that had gone on to achieve arguably greater successes in their career over a longer period of time apart from those that perhaps hadn’t quite fulfilled the early promise they had shown was this idea of momentum. There will always be the few exceptions, but for the most part, you could see how those that had climbed the career ladder at a steady and consistent pace – a more manageable pace - over the course of a number of years were achieving ‘more’ than many who, in the early stages of their career, had burst onto the scene with a bang but had been unable to maintain the same trajectory.

After initially showing great potential, what were they doing – or not doing – that was holding them back? I kept coming back to this idea of momentum and how it is somehow easier to keep something going once it has been started – when it has become a habit - and how it’s harder, or more time consuming, to have to go back to tasks we’ve let slip but ultimately still need to be done. And these are often uninspiring, yet no less important, everyday tasks. For example, think back to when we had paper copies of everything and documents needed to be filed. It was a far less onerous task for those people who took a few minutes to diligently file everything away at the end of each day, rather than leave it to pile up until the end of the week (or month).

If we consider again the moral of the hare and the tortoise story – slow and steady wins the race – and understand that what we are really aiming for is ‘steady’ then we see that whilst the drive and confidence in one’s own abilities as displayed by the hare will undoubtedly serve you well, it’s the tortoise-like qualities - reliable, diligent, methodical, dependable – that are absolutely fundamental to achieving longer term career success.

Sharp Consultancy specialises in the recruitment and executive search of finance and accountancy professionals.  With offices in Leeds and Sheffield our highly experienced team of consultants recruit for temporary, interim and permanent roles across the full spectrum of positions throughout Yorkshire and beyond. CONTACT UStoday and speak to a member of our team about your recruitment needs or next career move.