This document discusses the evolving service management of ScholarSphere, an open access institutional repository at Penn State University Libraries. It describes how the service has developed from its initial launch through becoming more user-driven. Specifically, it outlines how the service transitioned from launch support to establishing a formal service team and RACI matrix. It also discusses how engaging with and empowering the user community has become a priority and how the service and staff are continuing to evolve going forward.