Singapore – Maybank has signed a five-year strategic agreement with ServiceNow to scale its regional Resilience Operations Centre (ROC) across Malaysia, Singapore, and Indonesia. The deal aims to give the bank one integrated operational view of its banking services.
The initiative forms part of Maybank’s ongoing transformation under ROAR30, according to the companies. It also seeks to move the bank towards a more predictive approach to managing secure, reliable and always-on services.
Under the agreement, Maybank will use the ServiceNow AI Platform to combine operational data, service context, AI and analytics. The bank says this will help it anticipate operational risks, identify emerging patterns and optimise service performance before customer experience is affected.
Teams will see applications, infrastructure, technology assets and service dependencies in a single view through ServiceNow’s Super Intelligence Control Tower. According to the companies, the tool covers technology service management, operational monitoring, asset visibility, workflow automation and AI-driven operational intelligence.
Maybank will begin the rollout in Malaysia and Singapore. It will then extend the platform to Indonesia over the course of the five-year programme.
The initiative covers Maybank’s retail, Small and Medium Enterprise (SME) and corporate divisions. The bank describes it as a continued investment in the technology foundations behind secure and dependable banking.
Maybank also said the move will support its efforts to maintain strong governance, security and resilience standards. At the same time, it aims to meet evolving regulatory expectations across the markets in which it operates.
Giorgio Migliarina, Group Chief Technology and Digital Officer of Maybank, linked the agreement to customer expectations of availability and security. “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 Migliarina.
He also tied the agreement to the bank’s longer-term goals under ROAR30.
“In line with our ROAR30 aspirations, this strategic agreement strengthens our ability to operate at scale across multiple markets while advancing the AI-powered operational intelligence capabilities that will support the next generation of banking services. By combining greater visibility, automation and predictive insights, we are continuing to invest in the technology foundations that will significantly contribute towards delivering secure, seamless and always-on banking experiences across the region,” Migliarina further elaborated.
For its part, ServiceNow pointed to resilience as a priority for financial institutions.“Resilience is the foundation of customer trust for Financial Institutions,” said Melissa Ries, Group Vice President and Managing Director for Asia of ServiceNow.
“Working with Maybank reflects what we hear from financial services leaders across the region. Leaders want a single platform that gives them visibility of their entire operational portfolio and across every market to strengthen security and free their teams to focus on serving customers without interruption. We are proud to work together with Maybank as it builds one of the most resilient banking operations in Southeast Asia,” Ries continued.
Beyond the technology rollout, Maybank will set up an internal Centre of Excellence (CoE), supported by ServiceNow University. The CoE will build expertise in platform engineering, automation and AI.
The bank says the CoE will help accelerate adoption of emerging capabilities and support continuous improvement across technology operations. It will also create opportunities for employees to focus on higher-value innovation and service enhancement work.
In addition, Maybank will take part in ServiceNow’s invite-only NowNext AI programme. Specialised engineers will work with Maybank teams to develop advanced AI and agentic AI use cases relevant to banking operations.
