Maybank has signed a five-year strategic agreement with ServiceNow to expand and strengthen its Resilience Operations Centre (ROC) across Malaysia, Singapore and Indonesia, as banks face growing pressure to improve operational resilience while scaling AI use.
The announcement comes as regulators sharpen expectations around AI governance and risk. In its outreach to media, the parties pointed to the Monetary Authority of Singapore’s (MAS) AI risk management guidelines as highlighting the need to balance AI innovation with risk management, governance and security.
Under the agreement, Maybank plans to connect operational data, AI and analytics through ServiceNow’s AI Platform to provide an integrated view of applications, infrastructure and service dependencies. The stated goal is to help technology teams identify emerging risks, anticipate potential service disruptions and support more informed operational decision-making.
Maybank said the rollout will begin in Malaysia and Singapore before expanding to Indonesia over the five-year period.
Maybank will also establish an internal Centre of Excellence, supported by ServiceNow University, focused on building workforce skills in platform engineering, automation and AI. In addition, Maybank will participate in ServiceNow’s invite-only NowNext AI programme to develop AI and agentic AI use cases intended for banking operations.
“As banking becomes more digital and interconnected across the region, our customers expect us to be available, secure and dependable at every moment. Technology resilience and operational excellence are therefore fundamental to how we serve them,” said Giorgio Migliarina, Group Chief Technology and Digital Officer at Maybank.
Melissa Ries, Group Vice President and Managing Director for Asia at ServiceNow, said the agreement reflected what the company is hearing from financial services leaders seeking a single platform for operational visibility across markets.
The initiative sits within Maybank’s broader ROAR30 transformation program and is positioned by the bank as supporting governance, security and resilience standards while meeting evolving regulatory expectations across the markets in which it operates.
