Maybank taps ServiceNow to strengthen AI-powered IT resilience across Southeast Asia
Maybank is expanding its AI-powered banking operations across Southeast Asia through a five-year agreement with ServiceNow.
Maybank has signed a five-year agreement with ServiceNow to expand its regional Resilience Operations Center (ROC) across Malaysia, Singapore, and Indonesia. The bank plans to use AI and automation to improve how it monitors IT systems and identifies potential service disruptions.
The initiative is part of Maybank's ROAR30 strategy, which includes investments in technology infrastructure and AI. The rollout will begin in Malaysia and Singapore before expanding to Indonesia over the five-year program.
The agreement will see Maybank adopt the ServiceNow AI Platform to bring operational data from different banking systems into a single view. This includes applications, IT infrastructure, technology assets, and the services that depend on them.
The platform combines AI and analytics to help technology teams identify emerging operational risks and detect patterns that could affect banking services. Maybank also plans to use the system to automate workflows and improve how teams respond to potential IT issues.
ServiceNow's Super Intelligence Control Tower will provide an integrated view of technology service management, operational monitoring, and asset information. The bank intends to use these capabilities to manage IT operations across its regional banking network.
Giorgio Migliarina, Group Chief Technology and Digital Officer at Maybank, said maintaining technology resilience is an important part of the bank's operations as its services become more connected across different markets.
"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," Migliarina said.
The bank said the agreement will also support its efforts to maintain security, governance, and operational resilience standards while meeting regulatory requirements in the markets where it operates.
Developing internal AI capabilities
Maybank will establish an internal Center of Excellence to develop employee expertise in platform engineering, automation, and AI. Supported by ServiceNow University, the center will focus on building the technical skills needed to manage and improve the bank's technology operations.
The bank will also participate in ServiceNow's invitation-only NowNext AI program. Under the program, specialist engineers will work with Maybank's technology teams to develop AI and agentic AI applications for banking operations.
The agreement follows Maybank's announcement in January 2026 that it would invest approximately RM10 billion over five years in its technology, data, and AI strategy. The investment forms part of ROAR30, the bank's strategic plan covering 2026 to 2030.
According to Maybank's 2025 annual report, the planned investment covers core banking system modernization, regional data centers, cloud and AI adoption, and technology resilience. The bank has not disclosed the financial value of its agreement with ServiceNow.