When considering the entire life cycle of a building, costs incurred during the operations phase have a great impact on the overall success of the project. The presentation covers the necessary components and processes for a successful in-house, energy management program at a tier 1 metropolitan research university. The importance of operations and maintenance staff to the success and sustainment of the program will be addressed as well as the importance of a documented workflow process. The case study shows the effect of policy, procedure, organizational structure, process improvement, and analytics on the overall success of the program.